Customer Service Assistant – Glasgow

Purpose

The purpose of the role is to provide quotations for Existing Business and Renewals and to assist the Branch and be a referral point for the Trainees. The role requires dealing with clients in the branch, over the phone and via e-mail to ensure retention targets are maximised, through the provision of efficient communication & negotiation skills.

The role will require someone who has good judgement, is analytical, pays great attention to detail, is flexible, self-motivated, driven & who delivers excellent customer service whilst always adhering to their individual underwriting authority limits and in accordance with the procedure manual.

Key Responsibilities

  • Adhere to all company policies and procedures.
  • Continuously identify areas for improvement and provide potential solutions to the company and reduce costs.
  • Delivering good outcomes for customers and putting the customer’s interests first.
  • Ensure the customer understands what we sell and support the customer in anyway you can.
  • Deliver excellent customer service whilst meeting customer requirements efficiently & effectively for Existing Business and Renewals.
  • Understand the processes and procedures required to provide quotations & put forward suitable products to meet the client’s demands and needs.
  • Ensure that all product information provided is clear, fair, and not misleading, allowing the customer to make an informed decision.
  • Calculate Renewal premiums in accordance with the specific carrier’s risk appetite and guidelines or liaise with insurers for all non-delegated authority business.
  • Ensure that telephone calls are answered & dealt with promptly & efficiently.
  • Maintain thorough and accurate records of all customer interactions.
  • Identify complaints and refer to the necessary complaint handler.
  • Dealing with queries by email, telephone and in person ensuring that all SLAs are adhered to.
  • Required to be a referral point for Trainees within the Branch.
  • Ensure that you remain compliant in everything that you do; including but not limited to treating customers fairly, contract certainty & vulnerable customers.
  • Ensure that you remain compliant in everything that you do; including but not limited to treating customers fairly, contract certainty & vulnerable customers.

Product & Technical Knowledge

  • Required to understand the legal principles of insurance and insurance contracts including Clegg Gifford’s obligations to insurers.
  • Required to understand technical knowledge of the Clegg Gifford product range, including understanding of the coverage provisions, exclusions, and conditions of the policy wordings.

Skills and Competencies

  • Excellent communication skills, including effective communication with clients and insurers, including clear explanation of complex insurance terms and conditions.
  • An understanding of the UK insurance market, including trends, risks and regulatory changes.
  • The ability to understand diverse client needs, including specific industry risks and business objectives.
  • Ability to manage time effectively, work under pressure and meet deadlines.
  • Excellent timekeeping and presentation of self & work.
  • Strong interpersonal and negotiation skills.
  • Articulate & Numerate.
  • Analytical and ability to solve problems, including the capacity to solve complex insurance related challenges.
  • Excellent attention to detail.
  • Highly organised with an ability to prioritise and deliver allocated tasks.
  • Ability to work alone and as part of a team.
  • Positive can-do attitude and strong team ethic.
  • Honesty, integrity, reputation, competence/capability & financial soundness as required under the Financial Conduct Authority (FCA).
  • Be positive, enthusiastic and motivational about what you do!

Experience

  • Must have 2 years minimum experience working within a broking or underwriting environment.

Qualifications

  • Educated to GCSE level an advantage.
  • Cert CII qualification an advantage.
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