Day to day responsibilities of the Customer Service Representative
Responsibilities
* Customer Service processing Aviva travel customers policies
* Handling call demand for our banking partner. Dealing with Travel Insurance policies underwritten by Aviva to process medical & trip upgrades for customers
* Dealing with complex medical queries and screening customers' medical conditions
* Adhering to mandatory call scripts on all calls
* Using multiple systems simultaneously
* Owning and handling FCA regulated complaints through to completion
* Have direct responsibility handling underwriting risks and will deal with these queries with caution and customer protection at the forefront of your mind
* Identifying and recording vulnerability, where patience, empathy and support are critical
* Complying with strict FCA regulations around compliance with a key focus on customer protection, Whilst this is a Work From Home opportunity, you must ensure you are free from any caregiving responsibilities during all shift times. For example, you are required to have full childcare arrangements in place
* It is imperative that you maintain a professional working environment as you would if you were coming to an office
* It is your responsibility to ensure you have a dedicated workspace free of noise and distraction to comply with your contractual obligations
* Must be proficient in using/navigating PC systems within a fast-paced environment
* Take ownership of situations with positivity, resilience, and a dedicated approach to providing service excellence
* Within the role you'll support customers with a range of enquiries regarding their car insurance policy, ensuring answers are always delivered and resolutions found, whilst maintaining the highest level of customer service.
Qualifications
* Fantastic verbal/communication skills
* Comprehensive experience within a customer service environment
* Have an open mind and positive attitude in response to feedback to help you improve
* The ability to establish collaborative customer relationships
* A good attitude and the ability to interact with lots of different people
* Strong written skills with the ability to show attention to detail
* Professional and friendly manner
* A good, consistent typing speed
* Must be proficient in using/navigating PC systems within a fast-paced environment
Benefits
* Savings Discounts/Podcast/Wellbeing Recourses/Webinars/Access to GP's, Mental Health Support, Financial Advice, Legal Advice
* Critical Illness - up to £10,000
* Cycle to Work Scheme
* Eyecare support voucher
* Holiday Purchase Scheme
* Length of Service Awards
* Workplace Pension
* Monthly Inspire Awards - For the best of the best
* Refer-A-Friend earns up to £1,200 for you
* Monthly Wellbeing Webinars
* Dedicated Employee Experience Progress - Here to support TP journey
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