Customer Services Advisor

Salary: £26,000 per year

03060 Customer Service Advisor Tonbridge £26,000 per year

Do you have customer service experience?

Do you have experience of making calls?

 Are you happy to work 1 in 2 Saturdays?

Job Title: Customer Services Advisor

Location: Tonbridge

Postcode: TN9 1PP

Type: Full Time Permanent Office Based

Salary: £26,000per year

Customer Service:

Answer first point of contact calls & represent the business

Provide excellent customer service with natural ability to treat policyholders fairly and have consideration towards any incident/situation.

Display active listening skills and demonstrate this on every call. 

Have a proven track record of dealing with sensitive situations.

Ask questions to ensure we have captured all the information we require.

Humanise any calls and adapt to each policyholder and their circumstances

Deliver all claim outcomes in a positive light, including declines.

Proactivity:

Have a can-do attitude and positive approach towards change.

Pro-actively take on board constructive feedback and apply this to every call.

Be able to turn negative situations into a positive.

Show great administrative and organisation skills necessary.

Go above and beyond to help any policyholder.

Knowledge:

Set policyholders accurate expectations for their claims journey.

Have the ability to identify any fraud triggers and refer to internal teams to assess.

Adhere to procedures and complete all relevant steps when setting up claims.

Take initiative and probe with questioning skills when required.

Show in-depth knowledge in the policy wordings to become multi skilled on various products.

Have the exceptional ability to take any call that is queuing across all clients and products.

Working together:

Be able to share best practices.

Contribute ideas to help improve the department and deliver excellent customer service.

Undertake any individual or team tasks reasonably requested.

Ideal experience

Significant experience in a customer service-related role

Call handling experience essential and ability to demonstrate this.