Household Customer Services Advisor (Full Time)
| Department |
Household – Inbound Contact Centre |
| Starting Salary |
£12,505 up to £14,000
pa (pro rata for Part time)
plus bonus dependent upon performance against Target Measures
Through Performance Reviews you will be able to progress to
a Senior Sales Advisor position: Salary £14,000 up to
£17,000 pa |
| Induction |
Comprehensive 4 week training – Monday to Friday, 9am
– 5pm
(We are unable to honour holidays during the training period) |
| Hours of work |
You will be required to work 36.25 hours per week on a rota
basis between 8am and 8pm Monday to Friday, and 8.00am to 4.00pm
on Saturdays (approx. 1 in 2 for which a day off during the
week will be given) |
Description:
The role will be varied to include dealing with incoming telephone
calls from existing customers primarily relating to their policies
on Buildings and Contents Insurance. All our calls are monitored
as we pride ourselves on providing a first class customer service
to our agreed quality standards.
Key Deliverables
- Meet and exceed individual sales, retention and service targets.
- Meet expected call handling productivity targets.
- Pro-actively seek and maximise sales opportunities, including
cross sales and add-on sales.
- Increase customer loyalty and value through pro-actively retaining
customers.
- Identify and exceed customer service requirements and deliver
customer service on a one-touch basis.
- Compliantly follow the sales and call processes
- Resolve customer dissatisfaction and minimise customer complaints.
- Correctly advise and resolve underwriting and policy queries.
- Promote the RIAS brand in every customer contact.
- Adhere to the RIAS Personal Behaviours in relation to the role,
i.e. Integrity, Self, Teamwork and Communication.
Your Team Manager will ensure that you are proactively developed
through consistent high quality coaching and motivation to ensure
you develop the required skills and competencies, and that targets
are met or exceeded by identifying your strengths and development
areas.
Target Measures (Key Performance Indicators):
| Element |
Target |
| Calls per hour |
8 |
| Add-on sales conversion |
14% of total calls taken |
| Cancellation Rate |
5% |
| Productivity |
75% |
| Compliance/GISC regulations |
10 calls are monitored and assessed at random over one month
– 9 passed |
| |
|
What are we looking for?:
For the Customer Service Advisor role, we would expect you to have
previous experience in a customer-facing role, not necessarily within
a sales environment. You will be able to communicate effectively
and confidently and enjoy working to targets in order to reap the
rewards of our incentive schemes. You will also possess a desire
to provide exceptional levels of customer service.
|
rias.co.uk
| hays.com