Insurance Consultant

Insurance Consultant

Insurance Consultant

Department
Sales & Service (Operations)

Reports to
Team Leader

Overall Responsibility

Provide an industry leading, customer-focused and professional service to our customers

Key Duties & Responsibilities

  • Respond to potential customers calling for a quote for their car or van insurance or to follow up on an online quote
  • Respond to calls from our existing customers, dealing with any query or request they may have, including mid-term changes and renewals
  • Competently input customer data into computer system during and following calls
  • Successfully meet quality standards, such as adherence to call script, compliance with insurance regulation and error rates in data input
  • Comply with the principles of the Financial Conduct Authority (FCA) and information security legislation
  • Operate within productivity measures
  • Competently present optional extra products to our customer that appropriately meet their needs
  • Treat our customers fairly and professionally at all times
  • Liaise with and maintain our excellent relationship with insurers and other external partners
  • Commitment to personal development, notably CII Foundation Insurance Test

Key Experience and Competencies Required

Essential

  • Excellent communication skills – this includes being able to converse with our customers and other stakeholders in a clear, structured and engaging manner (verbally and written)
  • Computer literate, including strong keyboard skills
  • Proven ability to deliver and exceed customer-centric and sales key performance indicators (KPIs)
  • Able to work under pressure – cope with a varied and demanding role
  • Able to deal with customers and other stakeholders in a sensitive and diplomatic manner
  • Able to follow instruction and follow through on personal development plans

Desired

  • Knowledge of insurer led underwriting
  • At least 1 year recent motor/commercial vehicle insurance experience in sales and/or customer service within a contact centre

Abilities

  • Problem solves in a logical and rational manner
  • Uses own initiative and the available tools to help the customer
  • Performs tasks efficiently with speed and accuracy
  • Follows the rules, complying with stringent regulations and procedures
  • Willing to try new things and adaptable to change
  • Conscious of the business need to make profit
  • Demonstrates commitment

Behaviours

  • Displays customer-centric behaviour on every call
  • Understands and enhances the importance of our relationship with insurers
  • Open and willing to developing strong working relationships with colleagues as well as customers – builds rapport easily and is sociable
  • Calm and focused when working under pressure
  • Self-assured and persuasive when dealing with customer
  • Self-reliant in achievement of tasks
  • Remains positive and resilient when facing obstacles
  • Takes time to listen and consider others’ opinions

Company Values

At Sure Thing!, we live and breathe our company values!

  • We do the right thing
  • We deliver
  • We go the extra mile
  • We succeed together
  • We're friendly, fun and lively

Basically, we love our customers and they are our priority - nothing is too much trouble and we're delighted to keep our promises. We aim to keep things really straight forward for our customers but we do so with a bit of spark and personality. We look for our staff to have the same values and outlook as us. Sound like you?

Treating Customers Fairly

The fair treatment of customers is a key requirement of all roles within Sure Thing! and must be demonstrated and applied at all times. You should be familiar with the 6 TCF Outcomes and ensure that all customers are treated fairly, providing them with clear information which will allow them to make decisions about their insurance needs.

The package

  • £18,000 salary with OTE bonus 20% in addition
  • 28 days annual leave (including statutory days)
  • Generous 4% pension contribution
  • Free public transport from various local pick up points
  • Employee Benefits & Discounts
  • Subsidised gym membership through Hilton(Livingwell)
  • Company incentives including Employee Awards
  • Free tea, coffee and fruit

Hours of Work

  • Week 1: Monday to Friday (8am to 4pm)
  • Week 2: Monday 12pm to 8pm), Tuesday to Friday (1pm to 8pm), Saturday (10am to 2pm)
  • Week 3: Monday (8am to 6pm), Tuesday to Friday (9am to 5pm, one of which will be 9am to 3pm)
  • Week 4: Monday to Friday (10am to 7pm, one of which will be day off excluding Monday), Saturday (10am to 2pm)

Right for you? Send your CV to and we will aim to get back to you as soon as possible.

Insurance Consultant29th April 2016

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