Department: Contact Centre, Underwriting Operations
Reports to: Administration Team Leader
Location: Ripe Head Office, The Royals, Manchester M22 4BJ
Job Purpose
The primary purpose of the Customer Support Agent is to provide excellent sales and service experiences to existing and potential customers via a CRM system handling live chat and emails.
Principal Accountabilities
- Provide excellent sales and service experiences to existing and potential customers via a CRM system
- Handle a range of live chats and emails including new and potential customers, customer service enquiries and renewing existing customers
- Retain customers who wish to cancel and follow the appropriate procedures for cancellation using the CRM system
- Work with the team and management to ensure set targets are achieved and exceeded through monthly KPI’s
- Develop a full and complete knowledge of assigned brands using learning tools provided
- Keep up to date with all changes to existing products within your assigned brands along with new products that are introduced and made available to you
- Keep up to date with necessary regulatory and compliance requirements through learning tools provided, taking ownership for maintaining up to date standards
- Act as a first point of contact for external calls into the business, handling and directing them to the correct team
- Take calls where required to ensure the achievement of both percentage of calls answered (PCA) and service level agreement (SLA) targets
FCA Consumer Duty Responsibilities
Products and Services
- Ensure that all activities related to products and services support the provision of customer-orientated products and services that are appropriately distributed to the identified target market.
Price and Value
- Provide information to the customer so that they understand the breakdown of charges and validity period.
- Ensure that all correspondence with customers provides clear details of the price.
Consumer Understanding
- Ensure that all activities ultimately provide customers with the information they need, at the right time.
- Ensure information is presented in a way that customers can understand, allowing them to make informed decisions and pursue their financial objectives.
Consumer Support
- Ensure that all activities support the needs of the customers, enabling them to realise the benefits of products and services and act in their interests without undue hinderance.
- Keep accurate records of all contact with customers to ensure that promises can be kept and actions take to support the customer.
- Identify and react to vulnerabilities promptly.
Ensuring Fair Customer Treatment
- Ensure that all activities, either directly or indirectly, ensure fair treatment of customers.
Experience Requirements
Essential
- A proven track record in a customer-facing role within a team, providing excellent customer service
- Demonstrated success in meeting targets and SLAs
- Outstanding customer service abilities including listening, questioning and rapport building
Desirable
- Experience in working with multiple brands
- Previous experience within the financial services sector
Technology Requirements
Essential
- Good working knowledge of Microsoft Office including Word, Excel and Outlook
- Confident and fluent typing skills
- Experience using live chat applications or CRM systems
Desirable
- Knowledge of working with the CRM system Zendesk
Personal Attributes
Essential
- Excellent communication skills
- Strong organisational skills with the ability to work methodically to meet deadlines
- Collaborative and willing to listen to others’ ideas, with a willingness to share knowledge and recommend and implement improvements
- Excellent relationship building skills with the ability to establish rapport and build relationships at all levels
Desirable
- Adaptability to change with a proven ability to thrive in dynamic environments
Professional Requirements
Desirable
Educational Requirements
Desirable
- A minimum of 5 GSCE’s or equivalent including Maths and English.
