Customer Retention Advisor £14,000 basic, OTE £22,000+, uncapped monthly bonus scheme Hours Mon to Fri 9 a.m. to 5.30 pm 1 in 4 Saturdays 9 a.m. until 1 p.m. (Time in lieu) Job Purpose/Principal Accountabilities - Directly reports to the Credit Control Team Manager.
- Key accountabilities to retain policies from being cancelled and to lower the overall cancellation rate.
·Contacting clients (outbound and inbound) to retain policies from being cancelled ·Deliver a % retention rate every month that concurs with set KPI’s ·Ensuring Commercial Vehicle Direct/ Brightside PLC and its group members are viewed in a positive way to customers and insurance companies. ·Providing cross sale leads for other PLC/ group companies. ·Liaising with departments across the company to ensure company processes and procedures are followed. ·Liaising with Credit Control to ensure department targets are met ·Collecting outstanding balances if a client cancellation cannot be prevented (exhausting all skilled retention efforts before cancellation is undertaken) Essential ·Customer services experience within insurance. ·Able to communicate and resolve cancellation & insurer queries. ·Skilled retentions coupled with an effective rapport with clients, making resulting in accurate and detailed note taking. ·Prioritise workload and complete retention of policies. ·Professional and positive attitude with a desire to provide excellent retention rate ·Ability to act on own initiative and work as part of a team Desirable - Experience of working in personal lines insurance.
- Experience of working within a contact centre environment.
- Sales or retention experience desirable
KPIs - 70% retention
- 5 cross sale leads a day
- 80% call monitoring
The Rewards • Monthly uncapped bonus scheme. • • Promotion and development opportunities. • 22 days annual leave rising to 27 days in return for your hard work and success. • Salary Sacrifice Pension Scheme • Active subsidised social club. • Free secure parking. • Games Room with Table Football, Table Tennis and Pool. • Unlimited free beverages Location With a great North Bristol location in our spacious call centre overlooking the Severn Bridge which avoids the traffic blackspots. Only 25 minutes from the city centre and 10 minutes from Aztec West, with plenty of free parking. Due to our location you will need your own transport to commute to our offices. | 