Job Responsibilities

By making the customer experience the focus of all you do, providing an excellent service through various communications channels to ensure the right customer outcome is achieved in each interaction.

The Customer Advisor will work in one of three key business areas - Road, Insurance or Driving School.

This role covers the first and second level of contact with customers through a variety of communication channels. The Customer Advisor will be well versed on a range of products and services and will be able to satisfy the majority of the customer generated requirements during that first contact. Second level contacts include the handoff to more specialised areas, cover high risk/high value premiums or the investigations unit who deal with more complicated complaints. The requirements of the customer may concern a sale, a renewal, a complaint, a claim or a service issue.

In the case of Call Handling, the Customer Advisor will receive requests from new and existing members or Manufacturer's Account Holders for Roadside Assistance and Insurance based products, covering a wide range of enquiries from breakdown processing to claims, amendments or negotiating the retention of policies which are due for renewal.

The workload is driven mostly by incoming communications from customers but Customer Advisors may also be actively involved in outbound sales and service communications to the customer. Generally, the workloads are high with daily, weekly and seasonal fluctuations. The Customer Advisor will endeavour to meet the customer's needs and will have the authority, training, skill and experience to deal effectively with the majority of needs raised. The Customer Advisor is also empowered to deal with customer complaints by exercising their judgement within a set of parameters with a view to successfully resolving issues. Only major or business process complaints should be routed through to the relevant function who can deal with the relevant complaint.

It is imperative that the Customer Advisors work effectively as a team as the skill/experience levels within teams will vary and the sharing of knowledge and supporting colleagues is essential to the efficacy of the team. The Customer Advisor will also interact with colleagues in other departments and their understanding of how the business operates will develop over time. Customer Advisors operate in team sizes of approximately 12-15 people, led by a Customer Team Manager. Customer Advisors may occasionally take customer calls from other departments on an overflow basis in exceptionally busy periods.

Strives to resolve all customer interactions, welcoming them in a professional manner, building rapport to ensure an excellent and honest customer experience and putting things right should they fail.
Provides the highest levels of customer satisfaction, by aiming to meet and exceed our customers' expectations, in line with pre-defined values.
Works effectively with others, showing consideration for colleagues and supporting/helping others to promote a caring and enjoyable employee experience.
Accountable for delegated responsibility levels
Fulfil any reasonable ad hoc tasks as requested by a Team Leader
Inbound calls from new/existing members & customers
Queries regarding a quotation, renewal or current policy - covering standard and more complex risks
Offering policy upgrades based on the requirements of the customer
Processing payments
Negotiation of renewal terms
Driving School franchise queries
Provide underwriting or technical expertise where necessary to obtain the best price for the customer from external suppliers.
Taking notification of incidents, recording as much info as possible in an accurate manner
Provide safety advice
Provide updates on claims/recovery
Discuss repair options
Initial assessment of liability
Investigating in a timely and appropriate way, gathering data and making informed decisions.
Striving to achieve a balanced and reasonable solution whilst retaining the customer.
Deal with email/postal queries
Correspond with frontline advisors and insurance underwriters
Dealing with instalment account queries - changing bank details, collecting arrears payments
Running account reports Outbound departments carry out the same functions but will make calls rather than receiving them.

Conduct Rules

In line with SM&CR requirements, the jobholder must abide by the following conduct rules:

First Tier - Individual Conduct Rules

Rule 1. You must act with integrity

Rule 2. You must act with due care, skill and diligence

Rule 3. You must be open and cooperative with the FCA, the PRA and other regulators

Rule 4. You must pay due regard to the interests of customers and treat them fairly.

Rule 5. You must observe proper standards of market conduct

Rule 6. Act to deliver good outcomes for retail customers

Capability, Knowledge, and Experience

A real desire to provide outstanding levels of customer service
Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.
Ability to remain calm and customer focused when under pressure
Ability to converse clearly, good diction, and good standard of spoken English.
Understands the brand values, and the importance of protecting the brand and doing the right thing by the customer.Education & Qualifications

Educated to GCSE level and above

Guidant Global (BH4SF) is acting as an Employment Agency in relation to this vacancy