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Customer Response Agent - Admin

Haywards Heath / Salary: £17,000 to £22,000 (depending on experience) / Department: Contact Centre / Hours: Monday to Sunday (35 hours per week)

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Main Job Responsibilities:
  • Communicate with policyholders by email, post, telephone and other non-voice contact in a polite and professional manner
  • Recording, thorough investigation and attempting resolution of customer complaints in a timely manner in line with the Company process.
  • To be accountable for allocated customer enquiries and ensure progression to resolution
  • Provide feedback via the feedback log with regards to agent errors and complaint outcomes
  • Understanding consumer trends and feedback so the supervisor can address with the department and report accurately
  • Support inbound phones as required
  • Ensure all back office tasks are completed in a timely manner

What we’re looking for:

Skills, experience and knowledge
  • Experience of liaising directly with customers
  • Strong technical knowledge of processes
  • Good track record in resolving customer expressions of dissatisfaction , balancing customer and company needs
  • Some experience of working within the motor insurance industry would be advantageous
  • Good communication skills, both verbal and written
  • Excellent customer services skills
  • Problem solving skills with the ability to translate problems and find resolutions
  • Good organisational skills with the ability to meet tight deadlines at short notice
  • Good IT and software skills, in particular with Excel and databases
  • Strong influence and persuasion skills with the ability to overcome objections
  • An understanding of FCA, TCF and BACS
  • Some understanding of root cause analysis and sound knowledge of complaints handling
  • Some knowledge of insurance products and personal lines insurance would be advantageous
If this sounds like the role you have been looking for and you have the skills & experience required, please apply today.
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