Customer Retentions Specialist - Insurance

The Company

A successful business whose product is as great as their customer service! Based in Aylesbury, but offering hybrid working, we have a great opportunity for an enthusiastic customer service specialist to join them on a full time, permanent basis. Offering hybrid working with one day per week in the office (Wednesday) if local, or fully remote if further away. Ideally looking to start on 13 May 2025.

The Role

You will be the first point of contact for all incoming enquiries on the phone and via email. Providing an answer at first touch or escalating if needed, all whilst delivering the highest level of service ensuring the brand reputation is upheld.

• Answer calls within set SLA's.
• Handle all retention & renewal calls, both inbound and outbound, to ensure optimal rate of retained and renewed policies.
• Outbound calling including but not limited to; retention and renewal, breeders, requesting information for claims and underwriting of new policy applications.
• Objection handling including but not limited to; policy cancellations, premium increases, claims decisions.
• Deal with enquiries on phone and email, including renewals and claim enquiries.
• Update customer details online.
• Ensure enquiries are dealt with in set SLA's.

About You

We are looking for customer focussed individuals who are passionate about the customer experience.

• Customer retentions OR sales experience - essential.
• Excellent telephone manner.
• Able to manage multiple enquiries.
• Can think on your feet and problem solve.
• Able to listen and negotiate to provide a solution.
• Have empathy when dealing with difficult calls.

Other

• Mon - Fri, 36 hours per week on a shift pattern between 9am - 6pm.
• £23,700 - £25,000 basic salary plus realistic OTE of £30k.
• Generous benefits package.