Customer Services / Contact Centre Administrator
The role will involve a combination of customer services and general office administration dealing with incoming new business enquiries over the telephone for personal travel insurance and wide-ranging office duties including post, ongoing customer service and outbound sale calls together with the organisation of quote and policy documentation. All duties to be performed according to Company procedures and regulatory requirements.
Main Tasks
Receive incoming mail consisting of application forms and payment for Guest First UK holiday insurance requiring accurate processing onto the administration system, generate appropriate documentation accurately and despatch by post and/or email.
Receive written instructions and telephone requests for amendments to existing policies or quotes that have been issued, provide appropriate customer advice and documentation where required.
Answer inbound calls and deal courteously with all callers, routing them as appropriate, or undertake the request to provide quotations for new business over a range of different travel insurance policy types including the provision of medical screening in order to determine risk/premiums payable.
Make outbound follow up calls to key clients where quotes have previously been provided.
Collect and despatch outgoing mail from colleagues where required.
Maintain secure, efficient and accurate filing systems.
Update the computer system and produce documents when quotations are requested and accepted.
Ensure that all information required by clients, underwriters and regulatory bodies is obtained and communicated.
Complete the key task of “fact finding” to identify clients’ requirements, the source of business, generate and communicate a quotation using the administration system and undertake medical screening in accordance with company procedures and regulatory requirements.
If the quotation is accepted verbally, the jobholder will issue written confirmation whilst saving the quote, or in the event that immediate cover is required, convert the quote whilst ensuring all regulatory procedures and policies are adhered to. Generate accurate policy documentation for immediate despatch and before conclusion of the contract.
The jobholder will share responsibility for dealing with and actions’ attaching to existing clients on refunds, mid-term adjustments and claims and where necessary refer to senior colleagues subject to authority levels.
Ensure that the paper files and system records are created for new business and updated following all client contacts.
Provide accurate and efficient support to fellow team members as directed and undertake other duties or responsibilities as may be required by the firm’s partners.
Key Performance Indicators
Accuracy of data input and documentation including time management and efficiency of data input.
Promptness in dealing with correspondence.
Promptness in returning/responding to telephone calls and enquiries.
New business conversion rates and renewal retention in respect of repeat customers.
Location: Honiton
Salary: £14k
Reference Number: COM34
