Customer Retentions Specialist

Our client is seeking a Customer Retentions Specialist to join their Customer Service team. You will be based in their Ashford office, but there is scope to be based in the Dover area, as well as one other location. You will maximise customer retention by effectively promoting the benefits of insuring with our client, targeting those customers who are likely to leave, or will leave for a variety of reasons. Monday to Friday, 9-5pm (35hrs per week), with an hour's lunch break. We are looking for someone who wants a career in insurance, as this role comes with extensive and ongoing training. Salary is £22-24,000 per annum, dependent on experience, plus a host of benefits to include:

• 26 days holiday plus bank holidays
• The option to buy or sell 5 days after probation
• Birthday day off
• Health Shield cash-back plan
• Death in service
• Free parking
• Friday fruit delivery
• Annual company trips for staff

Duties include:

• Handle all cancellation requests, seeking to retain the customer and, where this is not possible, obtain their consent to quote in the future.
• Review covers and proactively contact customers to confirm renewals, address objections and secure renewal.
• Consistently provide excellent levels of customer service in all interactions with potential and existing customers, delivering on promises, meeting their needs and exceeding expectations.
• Always demonstrate high values of trust and integrity, acting as a positive role model.
• Build and maintain effective working relationships within the team and all relevant key contacts.
• Ensure all duties are carried out in a way which complies with relevant external legislation and regulation.

The ideal candidate will have:

• A proven track record in delivering excellent customer service
• Effective and professional verbal and written communication skills
• Excellent attention to detail and organisational skills
• Good IT skills, especially Microsoft Office
• Able to manage own workload and able to work effectively under pressure
• Great team working and ability to build effective relationships through positive behaviours, honesty and integrity.
• Focus on continuous improvement, able to use own initiative
• Demonstrate commitment to quality and compliance with procedures/regulations using due care, skill and diligence
• Desire to be the best, openness to personal development, learning new skills

Desirable attributes are a knowledge of insurance, experience in a retention role, experience in a regulated environment, and own transport & full UK driving licence

Full training provided (which may include additional travel and staying away from home in order to attend training courses). There is potential to complete CII qualifications and may be occasional weekend work to support agency events.

The role is subject to Disclosure and Barring Service (DBS) checks and CCJ checks.

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