Salary: £19,865 basic + up to £1k bonus
Location: Ringwood, Hampshire
Hours: 40 paid hours per week typical shifts range between the hours of 8am and 6pm Monday to Friday
CRB and Credit Check : You will need to pass both a CRB and Credit Check.
Our client is an international life insurance, pensions and investment group with approximately 27,500 staff and over 40 million customers. A division of this group specialises in Accident Insurance and are dedicated to developing and providing uncomplicated insurance plans to protect their customers and their customers’ loved ones. Our clients are regulated by the Financial Conduct Authority (FCA) in the UK.
CCA provides multi-channel (phone, email, letter, fax) and multi-lingual customer service support from our Ringwood contact centre. This means that we handle communications from customers in regards to policy enquiries, cancelling policies, updating customer details (address, payment methods), initial claim enquiries and general policy or customer enquiries.
As the products are highly regulated the environment we work in is highly regulated with maximum focus on TCF (Treating Customer Fairly). CCA aim to provide an exceptional customer experience to all customers and we continually measure customer satisfaction in the contact centre to make sure we deliver this!
1. Ability to quickly establish rapport with customer/prospect through the use of approachability, empathy, addressing the customer by name & intelligent questioning
2. Ability to assimilate, relay & provide information whilst paying close attention to detail
3. Ability to respond to customer queries and complaints via email or letter in both English and country of origin.
4. Ability to remain positive, courteous & professional at all times
5. Focus on customer to deliver the FCA guidelines and fundamentals of the call we require. At all points making sure the customers is treated fairly.
6. Ability to communicate and empathise and a real willingness to help.
7. The ability to stay focused and controlled, ensuring all core elements are addressed methodically.
- Call Centre
- Customer Service
- Italian languages