Customer Service Representative

My client are a local home, motor and travel insurance broking boutique, offering customers their expertise in providing the best quotes for their insurance requirements. My client is looking for a new member of staff to join their existing close knit team, based just outside of the centre of Norwich. Job summary To provide customers with a welcoming, efficient, professional and effective customer service experience, with a high focus on quality and accuracy, adhering to FCA guidelines and TCF principles at all times. Key responsibilities * You will obtain appropriate information to ensure products are offered to meet both customer demands and needs. * You will issue policy documents within regulatory timeframes, including new business, renewals, cancellations and Mid Term Adjustments (MTAs). * You will underwrite policies within your delegated authority, referring to in-house and external underwriters as required for more complex areas of business. * You will work as part of the team to manage the ‘renewal’ and ‘new business’ diary. * You will respond to customer enquiries via telephone, email and post in a timely manner. * You will manage objections, including policy cancellations, premium increases and claims decisions. * You will manage customer complaints in a professional and efficient manner, referring details to compliance on receipt. * You will record and maintain accurate customer information, ensuring records are accurately and efficiently updated. * You will process payments including renewals, new business and MTAs. * You will maintain required levels of competence and standards of performance. * You will work as part of the customer service team to meet team objectives by securing and retaining business. Qualifications GCSE grade A-C or 9-4 in Maths and English Hold or working towards Level 3 Certificate in Insurance (Desirable) Experience Minimum of 1 year’s general insurance sales experience (Desirable) Knowledge and skills * Understanding