Main purpose:
An exciting opportunity for senior Associates has just become available on our brand new campaign in Claremont. Our client is a FCA authorized intermediary founded in 2007, selling Motor, Telematics, Home and Commercial Vehicle Insurance through its own direct products as well as Corporate Partners, via aggregator sites. We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact centre environment.

Key responsibilities:
Customer Service
• A strong focus on delivering excellent customer service to all our customers
• To develop a positive relationship with customers and respond to their needs to ensure customer satisfaction.
• Providing support, problem solving and driving customer loyalty through a focus on achieving all key performance targets.
• Maintaining a sound knowledge and understanding of company products, insurers underwriting rules, and correct policy handling processes.
• Ownership of customer queries and good knowledge of products and processes to ensure customer satisfaction.
Performance
• Handling calls from customers accurately while maintaining first class customer service which includes a pleasant, confident and helpful telephone manner.
• Delivery of KPIs with a focus on attaining and retaining customers to support a successful business.
• Maximise customer retention opportunities within operational guidelines.
• Ensure all work is carried out to a high level of accuracy in line with our company quality standards and great customer experience.
• Deliver personal productivity measures to ensure operational efficiency and delivery of service levels.
• Work within company guidelines and processes.
Team Work
• To work effectively as part of the contact centre team.
• To maintain and enhance effective working relationships for all internal and external customers.
• Customer Focus

• Ensure interactions with customers optimise the customer experience of the brand and comply with regulatory, FCA & TCF guidelines.
• Ensure customer issues and complaints are effectively handled, recorded and reported meeting all regulatory requirements and within the principles of TCF.
Compliance
• Ensure all activities comply with FCA and TCF guidelines
Working hours:
A 9 hour shift between 07h00 – 23h00, Mondays to Sundays (including public holidays) (working hours may change according to preferred UK working hours in Winter & Summer)
Qualifications required:
Essential
• A Matric/Grade 12 Certificate, with a minimum of 50% for English and a minimum of 40% in Math.
Preferred
• A relevant tertiary qualification (preferably in Business Administration/Management, Commerce, Finance and/or Accounting, Engineering)

Experience Required
Essential
• 2+ Years’ experience in a retail or call centre environment
Preferred
• Prior customer service and/or sales experience with UK Insurance clients

Behavioural Traits Required
• Self-motivated
• Proactive
• The ability to:
• learn, understand and master new information and multiple processes quickly
• deal with complexity
• negotiate and influence
• take ownership and deliver results
• A professional approach
• A strong customer-service orientation
• Effective emotional intelligence (EQ)

Job-Related Knowledge, Competencies & Skills Required
• High proficiency in verbal & written English (a neutral accent is essential as customers are businesses based in the UK)
• Sound interpersonal skills
• Email etiquette
• A high level of proficiency in Microsoft Word, Excel & Outlook, together with the ability to navigate between multiple screens
• Sound planning, organising and time management skills
• High attention to detail and accuracy
• Exceptional administrative skills, with sound follow-through after contact with customers
• The ability to:
• prioritise and manage work flow
• analyse, validate and interpret data/reports
• resolve conflict situations amicably
• find effective solutions for customers (i.e. businesses) in debt
• solve problems
• multi-task and cope with high volumes of work
• be a team player and to work in an open-plan environment
• work under pressure to meet performance KPIs and client service level agreements

Eligibility criteria:
• As per the IJP Policy.

Factors to be considered:
• Should not be in absence stage 2 or above.