Customer Service Advisor
Location: Borehamwood (On-Site) Hybrid working available after training
Package: £Negotiable + Benefits
Hamilton Fraser, a valued part of Brown & Brown (Europe), are looking for a Customer Service Advisor to join their professional & successful team, working as a part of their Property Insurance department.
We’re looking for someone who is highly organised and has experience in working in a contact centre environment, as you’ll be working towards key performance indicators, Scheme Rules and other contact centre targets such as average handle time and after-call work.
You’ll be passionate about delivering excellent customer service as you’ll be responding to Agent, Landlord, Tenant and Interested Party enquiries through calls, Live Chat, post and email.
You’ll be entering in data whilst speaking with customers, so you’ll need to have an attention to detail and the ability to communicate clearly and precisely. As you’ll be closely working with your teammates, you’ll be a natural at working in a team, cooperating with others and building effective working relationships.
Duties will include:
- Responding to all 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 call stat targets.
- Processing membership, deposit protection and un-protection applications via telephone, emails, Live Chat, and post using the in-house computer system
- Processing Agent member renewals, Member compliance and credit control where required
- Processing and investigating misapplied payments and invoicing issues
- Cross selling (discussing and offering) other Group brand products, spotting opportunities via telephone, emails, Live Chat or postal enquiries
Ideal experience would include:
- Experience taking 80 – 100 calls per day for periods of time throughout a year minimum 4/6 months, rest of the year 60 – 80 calls per day consistently
- Ability to work shifted work between the hours of 8am and 7pm Monday – Friday, with rotational Saturday shifts 9am to 1pm (usually 1 in 3 or 1 in 4)
- Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly and precisely
- Extensive knowledge of working in a contact centre environment
- Excellent attention to detail, ensuring that high standards of quality are consistently maintained
- Sound knowledge of Microsoft Office packages and the ability to learn new systems and processes as required
- 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
