100511 - GI Account Handler - Inbound

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Posted: 15/03/2024 10:41
Start Date: Not Available
Salary: Competitive
Location: Liverpool
Level: TBC
Deadline: 15/06/2024 23:59
Hours: 35
Benefits: Pension contribution up to 14%. 28 days holiday plus BH. Private Medical Insurance. Group Life.
Job Type: Permanent

The Bspoke Group brings together a collection of multi-class niche and specialist MGA insurance businesses, backed by A rated insurers and combining a depth of product expertise and technical underwriting management that enables us to excel as a value generating virtual insurer. 

Police and Forces Mutual are passionate about Police and Military welfare, delivering a fantastic member experience and delivering simple solutions for absolute peace of mind to our Police Mutual and Forces Mutual Members.

Role Purpose

This role is basd in our office in Liverpool. 

Acting as first point of contact for our members, taking inbound calls and making outbound calls. Maximizing every customer interaction, generating and retaining business for the Group by spotting opportunities to expand members and potential member’s product holdings and obtaining leads for third parties.

Core Responsibilities

•    Report to one of the Operations Team Leaders and will be responsible for acting as the first point of contact for our members. 
•    Be a strong communicator with exceptional customer service skills, selling and renewing Household or Motor Insurance policies.
•    Take inbound calls and make outbound calls, maximising every customer interaction through generating and retaining business for the Group by spotting opportunities to expand members and potential member’s product holdings.
•    Keep your own training and technical knowledge up to date to ensure customer interactions are dealt with consistently and confidently
•    Complete ad-hoc tasks as requested by the Group, assisting colleagues with peaks of customer demand
•    Attend team meetings and contribute to them, raising TCF concerns and FAQ’s from members
•    Ensure that all communications are clear, fair and not misleading and relevant regulations are followed e.g. data protection, Treating Customers Fairly principles
•    Make outbound calls to ‘warm leads’
•    Fully comply with the relevant Training & Competence Scheme, including taking responsibility to gain and maintain appropriate knowledge, ability and conduct in order to complete your tasks/perform your duties effectively and with due regard to the interest and fair treatment of our customers
•    Successfully complete 15 hours of continuous professional development (CPD) in each 12 month period by progressing, within deadlines, all CPD modules.

Skills, Qualifications, Knowledge and Experience Required

•    Previous experience of working within a Call Centre environment within Motor or Home Insurance would be advantageous, but not essential.
•    Proven experience of providing excellent service by dealing with quotes, new business enquiries, producing general policy information and dealing with policy amendments, renewals and retention.
•    Excellent customer service skills and understanding of TCF to ensure TCF Principles are at the heart of all interactions.
•    The ability to maximise every interaction with every member ensuring wherever possible calls are dealt with on a one stop basis to agreed service levels and to compliance standards.
•    Confidence to make outbound calls to ‘warm leads’
•    Proven record of seeking opportunities to expand member’s product holdings and raise awareness of new and existing products to new and existing members.

Team Leader/Professional Services Competencies Required

•    I take initiative to enhance current procedures, policies and processes to be more efficient & effective, save time & money, and improve the experience of the end user
•    I help my team to understand that our Mutual / not for profit status is a USP that will strengthen our Affinity relationships
•    I demonstrate my knowledge of our overall plans and goals by linking both my objectives and those of my team to make a clear contribution to their achievement  
•    I objectively weigh up different situations and take decisive action, taking into account risks and benefits
•    I make decisions even when others disagree
•    I think outside the box when considering potential solutions to problems
•    I promote good service standards within my team and strive to exceed our members & customers’ expectations 
•    I set individual and team targets to encourage high levels of service delivery and demonstrate our commitment to being ‘wired to care’
•    I challenge others to think about the members & customers’ perspective before acting
•    I act in a consistent & ethical way, without bias
•    I treat people fairly, with courtesy & respect
•    I build trust with colleagues and team by respecting and valuing their opinions, working effectively with a diverse range of people
•    I keep up-to-date with information connected to my direct remit including the Vision
•    I actively ensure colleagues support each other to work towards the departmental plan
•    I challenge & address difficult issues – I’ll call it out and say what needs to be said
•    I am responsible for my own development and I take my personal development and that of my team seriously
•    I am aware of my impact on others and proactively seek to manage my responses and reactions
•    I remain calm in challenging situations, dealing with any setbacks in a positive manner
•    I take action to build an effective team, promote team spirit and create a strong identity
•    I am able to recognise and deal with potential conflict within teams
•    I encourage and respect others’ contribution and experience and draws on differences
•    I can recognise how someone is reacting by reading body language, facial expressions and/or tone of voice
•    I take time to consider, based on previous behaviour and responses, what will specifically appeal to others
•    I understand that different situations call for different approach
•    I demonstrate and engage in two–way honest and open communication channels
•    I understand, adapt and use different influencing styles to suit the situation, the individual or the team
•    I look for verbal and non-verbal cues that create a deeper understanding of the message
•    I regularly keep focusing myself and my team on our objectives
•    I ensure that achievements are recognised and success is communicated
•    I track and measure KPIs associated with performance in my area of responsibility
•    I work with my team to deliver our team commitments 
•    I address poor performance issues with training support or improvement plans as required
•    I use delegation of tasks/responsibilities to provide development opportunities for others
•    I demonstrate a good awareness of the organisation, its goals and how their role contributes to its overall direction
•    I help others to understand the purpose of their role and the team
•    I help others to understand the direction of the organisation and its goals

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