Customer Service Advisor/ retention
Job Type : Permanent, Full Time
Salary : £19000/annum on application
To ensure the efficient and professional handling of all aspects of pet insurance including service and claims in accordance with corporate and affinity partner service standards.
Responsibilities:
* Answering calls in a timely manner and in accordance with our Service Level Agreements.
* Contacting and dealing with customers via telephone and email updating details on MIS system whilst providing excellent customer service.
* Production of customer, affinity and veterinary correspondence to corporate standard.
* Collating and posting of documents where required.
* Maintaining a consistent and energetic approach and building rapport with internal and external customers to establish customer relations.
* Liaising with veterinary practices, breeders, policy holders and affinity partners to obtain information to allow veterinary nurses to settle claims and then produce the cheques.
* To manage the customer through the lifecycle of their policy
* Aware of and conform to legal requirements in all activities, both internal and external. Implicit in this is that all Managers and Staff conform to the appropriate standards in terms of Health and Safety, but also to the highest standards of business ethics.
* Where applicable, to adhere to Company processes with regard to FCA compliance and Treating Customers Fairly
Qualifications:
Essential Skills:
* Prioritisation skills
* Ability to multi task
* Able to think on your feet
* Work well under pressure
* Problem solving skills with difficult customers
