Markerstudy Retail
Account Handler
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Title Account Handler - SME
Department Commercial Insurance
Role Purpose
Working within our hybrid call centre as part of the Commercial Team, our overall objective is to achieve operational targets through the promotion, sales and servicing of insurance, whilst providing excellent customer service.
You will be an instrumental part of our team with targets including the number of customer contacts made, leads obtained, quotations provided, sales generated as well as quality levels in relation to compliance and customer service.
Duties & Responsibilities
- Handling inbound and outbound calls to generate new business and to service existing customers.
- Advising, recommending, selling, and servicing appropriate insurance products to meet the customer’s demands and needs.
- Complying with all insurance scheme and underwriting guidelines.
- Achieve and exceed all personal, team, and departmental performance targets, maintaining a focus on productivity and business growth.
- Accurately recording and maintaining customer records in accordance with company procedures.
- Complying with FCA requirements, including adhering to agreed scripts.
- Delivering and maintaining a quality service.
- Ensure continuous professional development by participating in training, e-learns and courses and recording CPD points.
- Participating in training and coaching sessions and continuous development of knowledge of the product range.
- Behaving in a professional manner, whilst taking an open and honest approach to all responsibilities.
- Attending and contributing to meetings and team briefings.
- Resolution of complaints from customers and the handling of complaints in line with the company complaints process.
- Contribute to the overall success of the department by performing any other reasonable duties as requested by management.
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General:
- The adherence to company standards for excellent customer care
- Embracing company values
- Promoting the Hughes Insurance brand in every customer contact and acting as an ambassador for the company
- Communicate positively and effectively across the business, working collaboratively with colleagues at all levels.
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Essential Qualifications and Skills:
- Able to communicate clearly and transparently, with telephony experience
- A strong influencer and negotiation skills
- An individual who has a passion for working with people, and demonstrable ability to act with empathy, dignity, and respect
- Open to feedback and proactively champion change
- Passionate for doing what’s right and the determination to follow through
- Open to positively engaging with all people and possibilities
- Able to work independently at times with minimal supervision
- Computer literate ideally with Microsoft office applications experience
- Minimum of 5 GCSE’s at Grade C or above, including Maths and English, or equivalent qualification.
Desirable Criteria
- Previous insurance experience
- Experience using Open GI software or equivalent platforms
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