Job mission
To provide high-quality service to both new and existing clients in Private Motor, Household, and Commercial Vehicle insurance products. This includes direct customers and Brokers.
Key Tasks & Responsibilities
As the first point of contact, build rapport with Customers/Brokers to create a lasting impression while considering their needs. Ensure they are fully informed on policy benefits, proactively retain their business, and secure new business.
* Support Brokers by responding efficiently and professionally to email or web chat queries.
* Adhere to procedures, meet department KPIs, follow scripts, ensure accurate data entry, and maintain excellent customer service.
* Assist with offline activities such as coaching new team members and handling workbasket items or reports.
* Work with your manager to identify development needs and engage in career planning.
* Identify opportunities to improve work processes and participate in improvement initiatives.
* Identify and escalate risks within your department.
* Promote cross-selling and up-selling of ancillary products and incentives.
* Collaborate as part of a team, suggest service enhancements.
* Handle all customer/Broker queries, take ownership for first call resolution, and address policy anomalies.
* Escalate issues or concerns raised by customers/Brokers, providing suggestions and feedback.
* Promote RedClick's ethos of excellent customer service.
* Participate in self-development and in-house training to understand underwriting guides, processes, and procedures.
* Engage in team meetings, escalate issues, and provide feedback.
* Ensure fair treatment of all customers, comply with data protection and company policies.
* Promote equality of opportunity in line with the company's policy.
* Perform ad hoc tasks and projects as required.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Customer Service and Administrative
#J-18808-Ljbffr