Customer Service Advisor

Allianz

  • Croydon, Greater London
  • Permanent
  • Full-time
  • 2 months ago
Job Title: Customer Sales Co-Ordinator – Travel Insurance HubReporting to: Customer Sales Manager – Travel Insurance HubDepartment: Travel Experience HubOBJECTIVE OF THE ROLETo provide an professional and proactive approach in selling insurance products or upgradesin line with the principles of treating customers fairly.Maximise sales opportunities by utilising your sales skills, ensuring the best and mostappropriate products are discussed with customers during telephone calls.Deliver outstanding experiences to customers each and every day in line with our BusinessPartners contractual agreements.HOURSBased on 35 hours per week. Shifts covering 8am to 6pm Monday to Friday and 9am to 1pm on Saturday. However, due to the nature of this role hours may vary in line with the needs ofthe business.MAIN RESPONSIBILITIEQuality and Customer FocusOur vision is to be renowned as the caring premium UK insurance provider. We strive todeliver an exceptional customer experience throughout the claim lifecycle.
  • All customers are calling us for help and therefore you will be required to handle all
incoming and outgoing telephone calls in a helpful, friendly, polite and professionalway.
  • Where specific call guides or processes have been put in place, you must follow
these practices.
  • Handle customer objections in a positive manner and actively attempt to overcome
these objections in line with sales guidance materials. Actively attempt to buildrapport with all callers.
  • Actively look for opportunities to upgrade levels of cover through effective listening
and identification of customer needs.
  • Carry out outbound sales activity ensuring all regulatory and customer service
standards and requirements are adhered to where appropriate.
  • To capture all requested data and provide information to the caller
  • Respond to incoming correspondence in accordance with agreed procedures.
  • Carry out administrative tasks as required within the department.
  • To ensure that the relevant Supervisor/Manager is informed of any service failure or
potential problem.FCA Compliance
  • Operate within and adhere to all FCA regulations.
  • Ensure that the sales process carried out follows the procedure based sales
approach.Communication, Collaboration and EngagementStructured, regular two way communication is important, so we ask you to:
  • Full participation and contribution in annual performance reviews, one to one’s and
monthly team meetings by providing positive and/or constructive feedback
  • Ensure that you maintain up to date knowledge concerning all aspects of the brands you
represent.
  • To ensure that all product and technical knowledge is applied at every opportunity.
  • Advise your team of any product or technical developments and issues that you have
been made aware of.
  • Highlight to Senior Managers any customer feedback or product trends which may impact
the business.Training and Coaching
  • Regular feedback will be provided through Call Auditors, Call Coaches and Managers
and therefore you will be required to participate in all feedback sessions.
  • Training and support will be provided and you will be required to positively engage in any
online or face to face training we provide you.
  • Work with your Manager to identify any training/coaching areas that might benefit your
performance and advise your supervisor of any areas of work which you require anyadditional training.
  • Where specific call guides or processes have been put in place, you must follow these
practices.
  • Ensuring timely completion of all mandatory or online training modules
Complaint Handling
  • Handle all regulated complaints within the FCA complaint guidelines
  • Escalate high profile cases or contentious issues to the right Manager as soon as
possible. For serious issues, contact your Manager even if it is out of hours so that theycan make sure other people are aware and provide further advice or recommendations ifrequired.
  • Where possible and within your authority limits manage to conclusion including resolution.
Provide an objective report of events when required and ensure the case is highlighted toyour Manager or the most appropriate Manager.You will also be responsible for the following:Health & Safety
  • To ensure that your work area is kept safe and tidy at all times.
  • To abide by the Health & Safety Work Act 1974.
  • To notify your supervisor/Manager of any Health & Safety issues which may cause harm
to fellow employeesAbout Allianz:Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, grow, and shape a better future for our customers and the world around us.Dedicated to bringing global protection and care, Allianz Partners is the B2B2C leader in insurance and assistance solutions in the following areas of expertise: travel insurance, assistance, mobile device & digital risks insurance, international health & life and automotive insurance. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we commit to them, nourish them and invest in their careers because we recognize that your development goes hand in hand with our growth and success.We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.Join us. Let's care for tomorrow.

Allianz