JOB PURPOSE: You will be an excellent communicator who takes pride in meeting your deadlines and consistently delivers. RESPONSIBILITIES: • One point customer contact throughout the customer journey. • Understanding the customers needs and improve the customer experience. • Maximise sales opportunity. • Ability to up sell products and services. • Work to company and legal standards when processing documentation. • To deal with all administrative enquiries in a professional and timely manner, ensuring all documentation is accurately checked before processing. • Maintain excellent customer service and communication standards at all times work to KPI’s ensuring targets are met. • Take part in team meetings and briefings when planned. • Ability to problem solve. • To build and maintain effective working relationships within the team. • Other duties as required. KPI’s: • Effective management of all incoming calls and enquiries. • Accurate input on Navision. • Increase in enquiry base. • Conversion of enquiries to quotes. • Adherence to the 3 call process. • Cash management. • Customer queries and complaints managed. • Improvement to budgeted claims percentage. • Branch use again score 95%. • Branch service score of 8.7. SKILLS, KNOWLEDGE & EXPERIENCE: • The ability to actively listen. • Ability to work with others and share best practice. • Be enthusiastic, self motivated and positive in your approach with a “can do” attitude. • Have excellent organisational skills with the ability to prioritise workload. • Exhibits flexibility, be adaptable to change. • Customer Centric, create a great customer experience. • Ability to communicate effectively on all levels. • Excellent time management, with the ability to work well under pressure. • Build rapport with customers. • A passion for completing all tasks to the highest standard and be driven by results. • Have the drive to succeed. • Proficient IT skills – Office, Word, Excel.