To provide a market leading standard of customer service to clients. Understanding general procedures and advising of any appropriate action required. Successfully dealing with difficult and contentious issues where applicable and to policy wordings. To adapt to varying levels of work volumes and be able to work effectively under pressure. Demonstrating high levels of organisation and time management. Maximising, wherever possible, the profit of the business, ensuring treating customers fairly principles are adhered to. To effectively sell/quote pet insurance policies to clients, providing them with competitive quotations that meet both them and their pet's needs. To effectively discuss policies with clients and adopt strong verbal communication techniques in order to maximise pet insurance retention. Reviewing pet renewals and discussing them with clients, effectively discussing the benefits and limitations of cover.
Assisting with Pet Customer Services, Pet Finance and Administrative tasks and being able to adapt to differing work types quickly and effectively. Assisting with pet claims related queries where necessary, be this verbally or written. Able to demonstrate resilience by maintaining drive and enthusiasm when faced with setbacks. Assisting in compiling both statistics and spreadsheets for the purpose of MI. Supporting Management, Pet Team Leader and Account Management Team with ongoing scheme development. To understand and be able to explain policy features and benefits to clients in a clear, concise and jargon free manner, whilst providing excellent customer care. Able to overcome objections, barriers and deal with constructive criticism well. Compile comprehensive, thorough and detailed letters and emails to both policyholders and third parties alike. Able to identify underwriting ambiguities and create policy approval documents accordingly in order to reduce complaints/dissatisfied customers and any loss of business.
Will possess excellent customer service skills with the ability to empathise and successfully deal with contentious issues. Ability to work under pressure, assertiveness and confidence. Will be approachable and act with integrity. Demonstrating the utmost professionalism towards both colleagues and management at all times. Technical with good computer skills. Business and product knowledge. Will hold GCSE level Maths & English. PC literate with working knowledge of Microsoft Word and Excel. A driving licence is an advantage.
- Business & Product Knowledge