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Customer Service Advisor, Thornton Heath
Client: Allianz
Location: Thornton Heath, United Kingdom
Job Category: Other
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EU work permit required: Yes
Job Reference:
72343d353aa8
Job Views:
7
Posted:
12.08.2025
Expiry Date:
26.09.2025
Job Description:
Customer Service Advisor
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 according to business needs.
Main Responsibilities:
* Handle all incoming and outgoing telephone calls in a helpful, friendly, polite, and professional manner.
* Follow specific call guides or processes as established.
* Handle customer objections positively and actively attempt to overcome them, building rapport with callers.
* Identify opportunities to upgrade coverage through effective listening and needs analysis.
* Carry out outbound sales activities adhering to regulatory and customer service standards.
* Capture all requested data and provide information accurately.
* Respond to correspondence following established procedures.
* Perform administrative tasks within the department.
* Inform Supervisor/Manager of any service failures or potential issues.
Compliance: Operate within FCA regulations and follow procedure-based sales approaches.
Communication, Collaboration, and Engagement: Participate in performance reviews, team meetings, and maintain up-to-date knowledge of products and technical developments. Highlight customer feedback or product trends to management.
Training and Coaching: Engage in feedback sessions, participate in training, and work with your manager to identify development areas. Follow established call guides and complete mandatory training modules.
Claims Handling: Handle regulated complaints within FCA guidelines, escalate serious issues, and manage cases to resolution within your authority limits. Provide objective reports when required.
Health & Safety: Keep your work area safe and tidy, comply with the Health & Safety Work Act 1974, and report any safety issues.
About Allianz: Allianz Group is a trusted insurance and asset management company committed to diversity and inclusion. We value our employees' development and are proud to be an equal opportunity employer. Join us and help us care for tomorrow.
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