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Job Description: Call Centre Customer Service Executive– Personal Lines Motor Insurance
Position: Customer Service Executive
Department: Customer Service (Motor)
Reports to: Customer Service Team Leader
Location: Twickenham (on-site)
Role Overview
We are seeking a motivated and customer-focused individual to join our call centre team as a Customer Service Executive. You will be the first point of contact for clients, providing support and advice on personal motor insurance products. Your role will involve handling inbound and outbound calls, processing policy enquiries, and delivering an excellent customer experience in line with regulatory and company standards.
Key Responsibilities
- Handle inbound and outbound customer calls in a professional and efficient manner.
- Provide clear, accurate, and compliant information on personal motor insurance products.
- Assist clients with policy enquiries, amendments, renewals, cancellations, and claims-related queries.
- Generate new business quotations and process mid-term adjustments.
- Accurately update customer records and documentation on internal systems.
- Ensure all customer interactions comply with FCA and company regulatory requirements.
- Work towards individual and team performance targets (e.g., call quality, retention, and compliance).
- Resolve complaints or escalate to a supervisor when required.
- Maintain a high standard of product knowledge and keep up to date with market developments.
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Skills & Experience
- Previous experience in a call centre, insurance, or financial services environment (preferred but not essential).
- Strong communication skills with the ability to explain insurance products clearly.
- Excellent telephone manner and active listening skills.
- Ability to handle challenging situations with empathy and professionalism.
- Attention to detail and accuracy when processing customer information.
- IT literate with experience using CRM or insurance software systems.
- Knowledge of FCA regulatory requirements (desirable).
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Qualifications
- Minimum of GCSE (or equivalent) in English and Maths.
- CII (Chartered Insurance Institute) qualifications or willingness to work towards them (desirable).
What We Offer
- Competitive salary with performance-related incentives.
- Full training and ongoing professional development.
- Support in achieving industry-recognised qualifications (e.g., CII).
- Opportunities for career progression within a growing brokerage.
- A supportive team environment with recognition and rewards.
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