Job Overview

Apply now Telematics insurance (Black Box) is new and exciting, and potentially changing the way we insure our cars. We want to encourage telematics to be used for good, to benefit customers and positively change attitudes towards insurance, treating customers as individuals rather than part of demographic or genre. Coverbox is a Motor Insurance broker specialising in Telematics. Our in- house teams include: Contact Centre, Finance, HR, Insurer Relations, Marketing & Brand Management, Fraud and Insurer Protection, Compliance, IT and our own dedicated rating engine team. We currently employ 50 staff, with further expansion planned. We offer a modern office with great facilities, 25 days holiday plus Bank Holidays, Life Insurance, Company pension, competitive salary, casual dress code, and a shorter working day on Fridays. A full induction program is offered with the potential for personal development and progression within the company and our hours are 08.30 - 18.30 Monday to Friday with rotation Saturday working 09.00 - 14.00. No Sundays! The Client Executive role is to make or take telephone calls in order to fulfil customer requirements in a non-advised Contact Centre. The role is also to provide customer service via telephone, post or email. KEY ACCOUNTABILITIES: Dealing with customer queries which includes explaining the features and benefits of company productsDealing with customer queries and maintaining excellent customer service for existing policy holdersDelivering agreed KPIs / sales targets in respect of new business and renewalsWorking under FCA Compliance Regulations remaining compliant with internal / external operational processes in accordance with FCA regulations and TCF obligationsTaking calls from customers, listen to their requests and queries, including claims managementDeveloping a rapport with customers to gain their trust and confidence and to get a clear picture of their individual needs in order to respond quickly and effectively to their requests, whilst providing exemplary customer serviceUpdating database records and dealing with diary / administration activityLiaising with 3rd parties effectively, either by telephone, post or emailDealing with work streams in a timely and accurate mannerEnsuring all Financial Exceptions reports reviewed and targets achievedContinually reviewing processes and procedures This list is not exhaustive and the job holder may be required to undertake other duties as required. REPORTING TO: Contact Centre Team Leader PERSON SPECIFICATION: Must be able to work on own initiative and also as part of a teamSomeone who is approachable and an excellent team player, bringing out the best in themselves and the teamResilient and ability to work well under pressure when neededExcellent planning and organisational skills with the ability to think outside the boxFlexible, able to work additional hours if requiredHighest standards of drive and motivation to get things doneExcellent verbal communicator on the phone and with colleagues as well as written communications SKILLS/EXPERIENCE AND QUALIFICATIONS: Proven experience of working in a customer service environmentExperience within the Personal Lines Insurance sector, ideally a broking / Contact Centre environmentKnowledge of customer service principles and practicesKnowledge of Contact Centre telephony and technologyA good standard of education to at least 'A' level or equivalent work experience HOURS: Rotational working shift pattern - current operating hours Monday - Friday 08.30 - 18.30 and rotational Saturdays 09.00 - 14.00 LOCATION: The role is in a Contact Centre based in the Peterborough area

Key Requirements

Customer Service Organisational Skills Client Rapport Positive Team Player