Customer Service Executive

THE MAJOR PURPOSE OF THE JOB

• Handling inbound sales and customer service calls
• Setting up new policies and updating existing customer records
• Increasing consumer awareness and completing any necessary administrative tasks.
• Issuing new business documentation in line with defined processes including renewal notices.
• Outbound calls – converting warm leads to live policies
• Complete the administration of Pet Health Plans (PHP)
• Ensure that where required, all postal customer communication for policies, claims and PHPs are sent within set timeframes and the information included is correct
• Completion of relevant administration duties associated with the fulfilment of the role.
• First-line complaints handling in line with the company’s complaints procedure.
• Maintaining and building relationships with Veterinary practices and staff, with the objective of driving leads and reinforcing the partnership.
• Assisting veterinary groups with day-to-day issues
• Be aware of all regulatory responsibilities regarding FCA and TCF principles and guidelines and adhere to them.
• To adhere to GDPR – General Data Protection Regulations (2018)
• Ensure you keep up to date and adhere to the industry regulations and company procedures where required.
• Be aware of potential risks within the business that may affect your immediate area of responsibility.
• To become familiar with our purpose and values, making it the core of everything you do
• Undertake work of a related nature, or perform duties other than or in addition to those outlined above upon request.

KEY RESULT AREAS

• Ability to demonstrate excellent verbal, listening and written communication, as well as relationship and rapport building skills to be able to deliver a high level of service and results.
• Achieve sales targets and key performance indicators (KPI’s) in response to warm leads received.
• Assist the Customer Service and Claims Team with follow up calls relating to payments and chasing for missing information for claims.
• Assist with the administration of any PHP migrations to include communication and data control.
• Be able to effectively explain all aspects of a policy to the customer in a concise and clear manner.
• Call handling – the quality of calls handled must be in line with the needs of the customer, and consistently exceed the customer’s expectations.
• Ensure all queries/tasks from customers, internal departments, and practices that are assigned to you are dealt with promptly and professionally.
• General office administrative duties, such as scanning and shredding paperwork when required.
• Handling any objections by the customer in a calm and empathetic manner.
• Keep up to date with all product, package and price information to ensure correct information is always provided.
• Maintain and monitor all shared inboxes.
• Respond to and answer customer and practice queries connected to claims
• Provide first class customer service when dealing with all requests, challenges, and account maintenance.
• To provide support to the Claims Team in responding to general claims queries.
• Use and navigate around computer systems and databases proficiently, ensuring when updating details/ data entry the information is entered accurately, at all times.
• When required completion of work associated with auditing reports such as leads and daily renewals

SKILLS AND COMPETENCIES

• An excellent customer-focused approach, always placing the customer at the centre of all activity.
• Planning, organisational and analytical skills
• Very keen attention to detail
• Ability to demonstrate excellent verbal, listening, and written communication, as well as relationship and rapport building skills to be able to deliver a high level of service.
• Methodical in approach to tasks and a desire to always deliver to a high standard
• Good time management skills
• Able to demonstrate flexibility to potentially evolve with the role as the company continues to grow
• ‘Can do’ approach to getting the tasks at hand completed
• Strong interpersonal skills
• Understanding of FCA and TCF regulations
• Self-motivated and able to work independently and be adaptable to work in harmony within a team
• Good communication skills in a variety of media including email, written, and verbally
• Solid understanding of computer software packages including: MS Excel, Word and PowerPoint

EXPERIENCE REQUIRED
Previous Contact Centre experience in sales or customer service; preferably in insurance and/or the pet industry.

KEY RELATIONSHIPS – INTERNAL
Customer Service Manager/Team Leader
• Support the Claims and Customer Service teams by assisting with administration of Claims, PHP and Insurance
• Ad-hoc support regarding queries raised by our partner veterinary groups and general queries

KEY RELATIONSHIPS – EXTERNAL

Veterinary Groups
• Point of contact for Veterinary Groups as required in connection with all the services Vetsure provide

This role will be based in our offices in Hatfield.

To apply, please complete the form below.