Job Title: Customer Service Advisor (known internally as Account Manager)

Reporting to: E-Commerce Sales Manager, QDOS

Position Type: Permanent

Overview:

Qdos is a division of Tokio Marine HCC, focussing on the sale of Insurance and Consultancy services to UK based freelancers and contractors.

Qdos are business insurance and employment status specialists dedicated to the self-employed. We provide business insurance and compliance advice to UK limited companies and sole traders as well as the recruitment agencies and businesses that engage them. We’re always looking for the best ways to get our customers the information they need, when they need it.

Based in our purpose-built office in rural Leicestershire with countryside views, you will be part of a growing, sociable team with plenty of events and celebrations (we are rarely short of a few snacks in the office!). We are currently operating a flexible working policy which enables you to work from home two days a week and we have the opportunity to get involved in local environmental projects, volunteering days, and other optional activities.

Hybrid working:
2 day a week to work from home (Monday & Friday)
3 days a week – Work in the office. (Tuesday, Wednesday and Thursday)
The candidate will be in the office full time until training has completed.

Job Purpose:

As a Customer Service Advisor, you will be first port of call for new and existing customers enquiries into the business. Your primary responsibility will be to process insurance and consultancy service applications for both new business and renewals, whilst upholding a high degree of product knowledge and industry awareness. Your day will be a combination of phone, online chat, and admin responsibilities. No cold calling.

This is a great opportunity for the right candidate to work within a highly successful organisation and in a fast-paced environment. The role will be based at: The Grange, Grange Avenue, Rearsby, Leicester, LE7 4FY (a beautiful manor house set within its own grounds and onsite parking available).

Extensive training will be provided.

Key Responsibilities:

Contacting existing customers regarding renewal applications.Assist new and existing customers with queries via phone, email and online chat.Providing product information to new and existing customers.Assisting customers with administrative changes such as cancellations and updating contact details.Up-sell and cross-sell additional products.Liaise with underwriters regarding new insurance proposals.Adhere to compliance requirements.To maintain a high degree of product knowledge.No cold calling involved.

Performance Objectives:  

The core objective of this role is to process the sale of insurance policies and other services to our clients.

To be considered a success the individual:

Must be able to effectively communicate details of policies to ensure the customer has a full understanding of the products they are purchasing.Working with the Sales Team to ensure all renewal contact is made and achieve targeted renewal retention rates.Must achieve the necessary Quality Assurance standards which is assessed against your accuracy and quality of work.Must achieve a high degree of performance across all areas of their role, hitting agreed benchmarks in the form of Key Performance Indicators.Must achieve the necessary performance targets which are set in relation to upselling of policies and additional products.

Skills and Experience Specification:

Essential:

Experience in delivering amazing customer service. Experience with using CRM or equivalent systems. Experience in talking to people over the phone.Have strong active listening skills. Ability to use initiative to help our customers. Enjoy working in a fast-paced team. Are motivated to achieve positive results and reach targets.Basic knowledge of Microsoft packages.

Desirable:

Knowledge of insurance, the contractor market or the IR35 legislation.Experience with working in an office environment. 

Key Benefits

Hybrid working optionsNon-contributory pensionFunded private healthcare25 days holiday (plus bank holidays)Wellbeing allowanceFree parking

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

The Tokio Marine HCC Group of companies is an equal opportunity employer.  Please visit www.tmhcc.com for more information about our companies.

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