Welcome to 1ST CENTRAL Careers

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)

Apply for this job
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.
When you click 'Apply for this job' you will be directed to our online application system where you will first be asked to create an account.
 
Apply for this job
< Back to vacancy listings