Job title: Customer Service Advisor
Reports to: Contact Centre Lead
Main job purpose:
The role holder is expected to provide customer service support for scheme members and deal with enquiries from landlords and letting or managing agencies regarding the scheme.
Working pattern:
Fixed-term office-based
Responsibility and accountability:
· Respond to agent, landlord, tenant, and interested party enquiries including initial dispute notification and deposit releases via telephone (inbound and outbound), post, live chat, and e-mail within laid down key performance indicators and scheme rules, while maintaining calls stats (AHT, ACW and quality) targets
· Process membership, deposit protection and un-protection applications via telephone, emails, live chat, and post using the in-house computer system
· Process agent member renewals, member compliance and credit control when needed
· Process and investigate misapplied payments and invoicing issues
· Support the Membership team during busy periods, assisting with agent renewals, general processing, data entry and/or external calls
· Cross sell other Hamilton Fraser Insurance Services (HFIS) Group products, spotting opportunities via telephone, emails, live chat, or postal enquiries
Personal responsibilities:
· Adhere to all HFIS and Brown and Brown (Europe) policies and procedures
· Act in line with HFIS company values at all times
· Complete all allocated regulatory topics (My Learning) within specified deadlines each year
· Make sure all Company security procedures, as detailed in the Personal Information Security Policy, are followed and any areas of concern are notified to your line manager
Experience, knowledge and skills needed:
· Extensive knowledge of working in a multi-channel contact centre environment
· Experience in the property sector especially the private rented sector, will be useful but not essential, as will a basic understanding of the insurance or financial services industry
· An excellent level of English with sound maths skills are essential
· Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly and precisely
· Excellent attention to detail making sure high standards of quality are consistently maintained
· Able to plan and organise, making effective use of time and resources
· Drive and self-determination with the ability to find and implement solutions to problems
· Able to work within a team environment and cooperate with team members to build effective working relationships
· Sound knowledge of Microsoft Office packages and able to learn new systems and processes as required
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Free parking
- On-site parking
- Referral programme
Work Location: In person
