Job Description Insurance Customer Service Advisor

Job Description Insurance Customer Service Advisor

Job Description – Insurance Customer Service Advisor

Job TitleCustomer Service Advisor

Reports to Customer Service Team Leader

DepartmentPersonal Lines

Job Purpose

  • Analyse existing clients’ renewal terms and offer clients the best renewal deal tailored to their needs including Telematics/ChilliDrive.
  • Administration of client’s insurance requirements on a daily basis including general enquiries for permanent and temporary mid-term-adjustments (e.g. change of vehicle, drivers and cover).
  • Provide expert and prompt advice to existing customers regarding their renewal and general insurance needs.
  • Day-to-day management of existing clients at the highest possible level of customer service, including sales administration.

Key Result Areas

  1. Ensure monthly retention targets are achieved.
  2. Accurate and prompt management of internal daily post, including the efficient and customer focused handling of any queries or actions (e.g. communication with clients regarding additional premiums due to non-disclosures etc., or relaying relevant information from the insurer to the client).
  3. Ensure that Autoline’s renewals procedure is adhered to at all times and provide expert and prompt advice to existing customers regarding their insurance needs.
  4. Daily phone calls to ensure high client retention.
  5. Generate new leads via cross selling, general enquiries and utilising existing client base.
  6. Adhere to FCA regulations and legislative requirements.
  7. File Management - ensure individual client cases are completed promptly, effectively, accurately and fully.
  8. Maintain the highest quality of customer service levels by prompt, customer-focused, mannerly servicing of client accounts and customer queries.
  9. Be an effective, willing and enthusiastic team player in the development of the personal lines business in addition to the success of the company as a whole.

Duties and Responsibilities

  1. Present a professional image of self and Autoline Insurance Group at all times.
  2. Participation on vocational training courses as required by management.
  3. Liaise as appropriate with insurance companies.
  4. Activity reporting on an ongoing basis.
  5. Mentoring or ‘buddying’ of new team members to assist them with new tasks/duties and on-the-job training.
  6. Ensure workplace is kept in an organised fashion and compliant with company health and safety policy.
  7. Ensure client confidentiality is maintained and protected at all costs. Failure to do so will result in dismissal.
  8. Attendance at promotional exhibitions and external meetings outside company hours as required.
  9. Provide cover for personal lines team colleagues when necessary.
  10. Any additional duties deemed necessary and reasonable by line manager.

Dimensions – what are the dimensions of the role is it crucial to the business are there budget responsibilities, staff responsibilities etc.

Critical sales support role. It is crucial to the sustainability and growth of the business that the customer service team must be very experienced in product knowledge and able to explain to clients the reasons why they should remain with Autoline. Experience in dealing with this person can mean business won or lost for Autoline. No budget or staff responsibilities.

Context – Insurance is the primary function of the firm. The customer service clerk will use their Skills and knowledge to ensure that Autoline retain the maximum number of clients possible and to generate leads via general enquiries and utilising existing client base. The Customer Service Team is key to the expansion of the business to ensure that we keep existing business in an extremely competitive market.

Skills and competencies

Excellent sales skills

Excellent communication skills – able to communicate to people at all levels using all communication channels

Good team player

High level of interpersonal skills

Ability to build successful, mutually beneficial business relationships

Negotiation and influencing skills

Planning, organisational and time management skills

Problem Solving

Ability to work under pressure and to meet deadlines

Analytical with reporting skills

Computer literate

Essential criteria:

Minimum of 2 years’ experience in a sales or customer service role.

A minimum of 5 GCSE passes at grade C and above, including English and Maths.

2 A’ Levels or equivalent at grades A-C

Excellent Computer Skills, working experience of Microsoft Word and Excel

Desirable criteria:

Experience in Insurance Sales

Candidates will be required to undertake CII (Chartered Insurance Institute) qualifications.

Key Relationships

Who / Reason
Internal /
  • Accounts
  • Claims Manager
  • Line Manager
  • Administration
  • Senior Management
  • Commercial Team
/
  • Cash reconciliations & payment issues
  • Client Queries/Claims
  • Operational/personal issues & sales targets
  • General Administration
  • Personal issues; targets; disciplinary matters
  • Commercial vehicles

External /
  • Clients
  • Insurers
  • Loss Adjustors/Assessors
  • Client Agents (solicitors, accountants etc)
/
  • Potential and existing
  • New & existing
  • Facilitate claims processing
  • Client account management

Manager:Date:

Job Holder: Date:

Last Updated:Date:

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