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Customer Service Executive

Full Time

Posted - 2 months ago

United Kingdom - Hatfield

Application deadline - 30/11/2022

Customer Services

THE MAJOR PURPOSE OF THE JOB

  • Handling inbound sales and customer service calls, when and if required, from potential or existing customers within the Department service levels.
  • Set up of new policies and updating of existing customers’ records
  • Increasing consumer awareness/ sales and completing any necessary administrative tasks.
  • Issuing new business documentation in line with defined processes including renewal notices 21 days prior to renewal date
  • Outbound calls – converting warm leads to live polices – by building relationships with customers who already know the business and have requested a call through our accredited Veterinary practice
  • Complete the administration of Pet Health Plans (PHP) from the initial setting up of plans, cancellations and postal communication to both customer and practice.
  • 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 including help with leads portal and the Hub.
  • Be aware of all regulatory responsibilities in regard to 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 be core to everything you do and with all interactions with colleagues, our partners and customers must be representative of these values.
  • Undertaking work of a related nature or performing 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 expected high level of service and results.
  • Achieve sales targets and key performance indicators (KPI’s) in response to warm leads received, current products and embrace new products.
  • 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, allowing the customer to make an informed decision.
  • 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.
  • Ensure that where required, all postal customer communication for policies, Claims and PHPs are sent within set timeframes and the information included is correct.
  • General office administrative duties, such as scanning and shredding paperwork when required.
  • Handle 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 Pet Health Plan, Claims and Info mailboxes – responding to customer and practice queries.
  • Respond to and answer customer and practice queries connected to claims
  • Set up Pet Birthday’s spreadsheet and send out daily communications to customers.
  • To 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 and when required logging of claims onto Go-Trex.
  • Undertaking when required the completion of UAT testing associated system core releases, change requests or new products.
  • 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 completions of work associated with auditing reports such as leads and daily renewals

DIMENSIONS

Critical role in delivering to all customers – regardless of communication channel – a service in line with our vision and values as a company including ensuring that all customers are treated fairly and receive excellent levels of service, accurate and timely information at all times.

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 expected high level of service and results.
  • 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
  • Sales techniques: Needs analysis, Fact finding, Objection handling, Product pitching, Sales closing.
  • 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, writing and verbally
  • Solid understanding of computer software packages including: MS Excel, Word and PowerPoint

TECHNICAL EXPERIENCE

A solid understanding of MS Excel/Word in particular. These two applications are used most frequently in the production of reports and other tools used by the business both internally and externally.

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 Service Teams by assisting with administration of Claims, PHP and Insurance
  • Support the Administration and Marketing Assistant with administration duties

Vet Relationship Managers

  • Ad-hoc support in regard to queries raised by our partner veterinary groups and general queries

External – Limited

Veterinary Groups

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

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