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Job description

One Sure Insurance are one of the UK's fastest growing independently owned Insurance Brokers. We are purely based in the UK with our Head Office located in Stoke on Trent, Staffordshire and 5 other sites across the UK, including the Midlands, the South, and Wales.

Due to our ongoing growth and expansion, we are now looking to recruit Customer Service and Administration Advisor who are a positive and motivated individual who has a vast amount of experience and displays a wide cross section of skills including, but not limited to the below.

We offer a competitive basic salary up to £22,500 with OTE up to £30,000. The business is open to hybrid working following an initial onboarding induction on site at our Stoke Head Office and successful completion of training in the Customer Service Development Suite.

PURPOSE OF THE ROLE

· To work within the customer service department, responding to customer enquiries regarding existing policies in a timely and polite manner.

· The employee will be able to support the Firms goals by demonstrating excellent customer service skills and will act as a referral point for the organisation.

· Handling the day-to-day administration of client polices via telephone, Email, Face to Face, written communication, and day to day administration.

SKILLS & KNOWLEDGE REQUIRED

· Educated to minimum of grade C in Maths and English.

· Good keyboard skills including knowledge of the internet and e-mail.

· Excellent telephone manner and customer service skills and the ability to work under pressure.

· Experience of providing specialised advice to support customer requirements- preferably in a Contact Centre.

· Ability to identify and match our products with customer enquiries.

· Excellent attention to detail.

· Insurance knowledge desirable.

· CII Qualified or ability to work towards desirable.

ACCOUNTABILITIES / RESPONSIBILITIES

· To deal with all incoming and outgoing calls, emails, post, Web Chat, written communication, and face to face enquiries in a timely and efficient manner

· To process and resolve customer requests, the issuing of copy policies for production purposes within strict service level agreements

· To ensure that the Audit function is supported where applicable to ensure all cases are booked on within the require SLA.

· To ensure the new business process is followed and all client documents issued.

· To perform and complete business transactions in accordance with the Firm’s Compliance Manual and FCA regulations.

· To maintain accurate and secure records of customers and their products.

· To support the department with all administration duties and complete all supporting documentation in an accurate manner, notifying the policy underwriters of any adjustments, calculating any premium changes and remittance of premium refunds including bonus confirmations.

· To support the departmental key performance indicators and targets as directed by the Team Leader.

· To embrace change and support continuous improvements across the department.

· To maintain their professional competence by complying always with the training and competence procedures of the firm- and maintaining errors.

· To take responsibility for own training and development.

· To undertake all other reasonable duties as reasonably required and directed.

Job Types: Full-time, Permanent

Salary: Up to £22,500.00 per year

Benefits:

• Additional leave
• Cycle to work scheme
• Free parking
• On-site parking
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Bonus scheme
• Loyalty bonus

Ability to commute/relocate:

• Stoke-On-Trent: reliably commute or plan to relocate before starting work (required)

Experience:

• customer service: 1 year (preferred)

Work Location: One location

Reference ID: S/CSAA140223