Customer Service and Sales Adviser (2115)

  • Location: Gloucester
  • Duration: Permanent
  • Working hours: 35 hours a week, Monday to Friday
  • Application end date: 29/01/21

About the role

The role holder will contribute to defined service delivery by acting as part of a sales, processing and administration team, supporting Ecclesiastical’s “right first time” approach to customer service.  

Key Accountabilities:

  • Plan, prioritise and manage own work to deliver agreed objectives and meet SLAs 
  • Transact sales and business by the telephone
  • Input data accurately and efficiently, recognising and rectifying where quality standards have been missed.
  • Identify issues and anomalies and escalate in line with company policy
  • Build effective internal relationships to deliver exceptional customer service and support Ecclesiastical’s right first time approach
  • Act on audit results and agreed actions plans to improve own performance and enhance the effectiveness of the team
  • Identify and recommend improvements to processes.
  • Understand and operate within regulatory framework and identify and escalate any risks to the business in line with company policy.

Key performance indicators:

  • Feedback from team leader and wider management team where appropriate
  • Audit results consistently in line with expectations
  • Delivery standard to pre agreed SLA’s
  • Achievement of agreed personal objectives
  • Demonstration of improvement against personal development plans in line with agreed annual personal objectives
  • Positive response to, and active engagement with coaching

Knowledge, skills and experience:

  • Educated to GCSE level including Maths and English
  • Cert CII or commitment to achieve within an agreed timescale
  • Experience of Underwriting or Claims
  • Experience of data input 
  • Appropriate IT skills