Job Title: Customer Sales Co-Ordinator – Travel Insurance Hub
Reporting to: Customer Sales Manager – Travel Insurance Hub
Department: Travel Experience Hub
OBJECTIVE OF THE ROLE
To provide a professional and proactive approach in selling insurance products or upgrades in line with the principles of treating customers fairly.
Maximise sales opportunities by utilising your sales skills, ensuring the best and most appropriate products are discussed with customers during telephone calls.
Deliver outstanding experiences to customers each and every day in line with our Business Partners contractual agreements.
HOURS
Based on 35 hours per week. Shifts covering 8am to 6pm Monday to Friday and 9am to 1pm on Saturday. Hours may vary in line with business needs.
MAIN RESPONSIBILITIES
Quality and Customer Focus
Our vision is to be renowned as the caring premium UK insurance provider. We strive to deliver an exceptional customer experience throughout the claim lifecycle.
* Handle all incoming and outgoing telephone calls in a helpful, friendly, polite, and professional manner.
* Follow specific call guides or processes in place.
* Handle customer objections positively and attempt to overcome them in line with sales guidance materials. Build rapport with callers.
* Identify opportunities to upgrade cover levels through effective listening and understanding customer needs.
* Carry out outbound sales activities, adhering to regulatory and customer service standards.
* Capture requested data and provide information to callers.
* Respond to correspondence as per procedures.
* Perform administrative tasks within the department.
* Inform Supervisor/Manager of any service failures or potential issues.
FCA Compliance
* Operate within all FCA regulations.
* Follow the procedure-based sales approach.
Communication, Collaboration and Engagement
* Participate actively in performance reviews, team meetings, and provide feedback.
* Maintain up-to-date knowledge of the brands and products represented.
* Share product and technical updates with the team.
* Highlight customer feedback or product trends to management.
Training and Coaching
* Participate in feedback sessions with Call Auditors, Coaches, and Managers.
* Engage positively in training sessions.
* Identify areas for improvement and seek additional training if needed.
* Follow call guides and complete mandatory training modules timely.
Complaint Handling
* Handle regulated complaints within FCA guidelines.
* Escalate serious issues promptly to management.
* Manage cases to resolution within your authority and report objectively.
Additional Responsibilities
* Maintain a safe and tidy work area.
* Comply with the Health & Safety Work Act 1974.
* Report any safety issues to your supervisor/manager.
About Allianz:
Allianz Group is a trusted global insurance and asset management company, committed to diversity and inclusion. We invest in our employees' development and foster an environment of growth and opportunity.
We welcome applications from all backgrounds and encourage diversity in our workforce. Join us and let's care for tomorrow.
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