Customer Service & Renewal Agent The primary focus for this role is to retain customers by assisting them with their policy renewals. Much of this role is via the telephone answering inbound calls and make outbound calls and is office-based Monday-Friday in an industry which is regulated, by the Financial Conduct Authority. Key Responsibilities Managing a high volume of calls (outbound & inbound) and leads relating to existing customers. Building rapport with internal and external customers to establish excellent customer relations. Utilising skills in closing sales using a consultative and confident approach. Regularly achieving productivity targets. Assist to ensure targets and performance standards are consistently achieved in line with corporate, and regulatory requirements Responding to and following up on enquiries using appropriate methods of communication. Effectively managing call backs and follow ups. Ensure workloads are completed and delivered by required deadlines and to the required quality standard working in line with FCA compliance and best practice. Ensure existing information held is accurate. Ensure that you maintain an up-to-date knowledge of our products, processes and industry developments. Providing excellent customer service outcomes Maintain high quality output and achieve SLAs and KPIs. Take ownership and document customer complaints. Helping with responding inquiries trough emails and live chat, during quiet periods. About you • A creative, dynamic and smart approach to sales • High level of account management, sales and service ability • Competent in handling and working through customer objections • Strong negotiation and persuasion skills • Proven successful background in a sales environment • Ambition and determination to succeed • The ability to deal with customers over the telephone in a confident and professional manner • Be self-motivated with a natural desire to achieve • Ability to work in a team environment • Ability to adapt to changes within a fast-paced working environment Desired • Experience of working to time-based targets About us As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. The Group consists of Tedaisy Underwriting Limited, Tedaisy Insurance Brokers Limited, Tedaisy Claims Limited, Tedaisy Technologies Limited and Tedaisy Services Limited. We’re ambitious, we’re passionate and we’re brave - always looking for ways to grow, improve and be the best we can be!