Job mission: To provide a high quality of service to both new and existing clients in Private Motor, Household, and Commercial Vehicle insurance products. This can be to either direct customers or Brokers.

Key Tasks & Responsibilities

As the first point of contact for the company, build a rapport with the Customer / Broker to create a lasting impression whilst considering their needs. Ensure they are fully informed on all policy benefits and proactively take steps to ensure we retain their business and to secure new business.

• Support Brokers by responding efficiently and professionally to email or web chat queries.
• Adhere to procedures in place, meet department KPI’s and follow all script questions with accurate data entry whilst maintaining good attention to detail and excellent customer service.
• Help and assist with offline activity (i.e.) coaching new team members, actioning workbasket items or reports.
• Work with your manager to identify and act upon development needs and proactively engage in career planning.
• Identify opportunities to improve work processes and outcomes, and actively participate in improvement initiatives.
• Identify risk within your department if it arises and escalate accordingly.
• Promote cross selling and up sell ancillary products and promote incentives.
• Work collaboratively as part of a team and input suggestions on how to enhance the service the company provides.
• Deal with all customer / Broker queries, take ownership of calls for first call resolution. Deal with any anomalies on policies that you come across even if they are not related to the current query.
• Escalate any issues or concerns which customers / Brokers may raise, putting forward suggestions and providing feedback.
• Promote the RedClick ethos for excellent customer service.
• Participate in self-development training and in house training when required and to have a strong understanding of underwriting guides, processes and procedures.
• Actively participate in team meetings escalating any issues or concerns, putting forward suggestions and providing feedback.
• Treat all customers fairly and comply with the data protection policy and all applicable company policies.
• Be committed to promote equality of opportunity in line with the company Equal Opportunity Policy.
• Ad hoc tasks and projects as required.