Position Summary:
To contribute to a positive and supportive team culture and achieve targets. The job role involves making and receiving calls, speaking to potential clients on the phone and making case decisions within laid down procedures.

Role Specifics:
Promptly handles and positively resolves all enquiries from both customer and external contacts to ensure delivery of a focused service.
Review, resolve and proactively manage cases within authority limits.
Increase productivity and profitability within the team.
Contribute to a positive and supportive team culture.
Maintain service standards to ensure that all business is processed in accordance with company standards.
Achieve qualitative and quantitative targets.
Demonstrate a flexible and co-operative approach towards changing business needs.
Refer complex issues, and resolve, applying appropriate expertise.

MAJOR RESPONSIBILITY AREAS:Reassessed Leads:
This is the main part of the job in the call centre, making outbound calls manually/through a dialler and getting through to potential clients to see if they need help in claiming for compensation. The expected result is sending paperwork to the client after selling the insurance. Agents also have to work hard in receiving the signed paperwork back enabling the case to be sent to the solicitors. Each call centre agent has a monthly target which is measured on props in/cases allocated.

Inbound/New Business:
This is secondary to Reassessed leads, however if an inbound call rings it is priority and should be answered immediately. Agents must adapt to change quickly on new business and new schemes which may all be run differently to the others. Being a fast learner is necessary. Each inbound call has to be logged, this is checked every day on some schemes.

MAJOR CHALLENGES:
Speaking to difficult clients over the telephone.
Ending telephone conversations in the correct and most effective way.
Adapting to change and new business.

DECISIONS EXPECTED:
Making decisions on which percentage would be fair to the client taking into consideration the accident circumstances.
Making decisions on whether there is enough liability on a third party to make it a potential successful claim.

RECOMMENDATIONS EXPECTED:
Any questions that are asked by clients that the call centre agents are not trained on should be recommended elsewhere either to a manager or an underwriter.
Angry clients or complaints in which a call centre agent have tried to resolve can also be re directed immediately.

MOST FREQUENT CONTACTS:
Other Call Centre Agents
Call Centre Team Managers
Solicitors
High level customer service skills
Ability to work in a team/team player
Be able to cope with varying workloads and pressures
Effective negotiation skills
Workflow management
Computer literate
MS Excel/Word

Previous Experience:
Call Centre
"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion"
Your Surrey Jobs - 11 months ago