Purpose of the role & Organisation Description:
An exciting opportunity has arisen to work for HCS Newport.
This role involves taking inbound telephone calls and written requests from existing customers with enquiries regarding their home and contents insurance. Using your excellent customer service skills you will assist customers with policy renewals/alterations, taking payments and processing customer requests and queries.
Where appropriate, you will be required to recommend further products and cover to customers. You will relish the idea of being able to act on customer feedback to develop your on-going skills to ensure that HCS customers would recommend your services and our business to their friends and family. Creating a great customer experience is at the centre of all we will be asking you to do.
Key responsibilities and duties:
• Understanding the customer’s individual needs and responding with correct information, recommendations and outcomes are fundamentals of the role.
• Introducing a range of products to customers to increase customer value and drive retention.
• Contributing to the achievement of the Contact Centre Balanced Scorecard through the delivery of quality and productivity targets.
• Ensuring that all customers are dealt with in accordance with all compliance and regulatory requirements (including internal processes and procedures) which aim to protect our customers as well as the reputation of the company• Maintaining a good understanding of Bank’s products, services, processes and procedures.
• Receiving calls from other Branches to resolve queries and support our UKRB network in the selling of our products and maintenance of our customer base.
The HCS working pattern is a flexible rota working between the hours of 8 - 6 Monday - Friday and 9 - 1 on a Saturday.