Customer Service Advisor/ Financial Services
BDO LLP
Job description
We are recruiting for a Customer Service Advisor/ Financial Services to join our client, in their Insurance team. This is an 8 weeks contract opportunity, offering an excellent day rate of £190, employed via an Umbrella company.
About the role:
You'll be the voice for customers who need impound cover. That means taking inbound calls, web chats and emails from people who have found us online, understanding their situation, and getting them the right policy so they can collect their car – usually the same day.
Our customers already need what we offer; your job is to make the process easy, answer questions honestly, handle the documents and payment accurately, and follow up on quotes that haven't converted. You'll also deal with post-sale queries: policy documents, amendments, proof of insurance for the compound, cancellations and the occasional complaint.
Key responsibilities include;
- Explaining policy terms, exclusions and pricing in plain English so customers can make an informed decision
- Collecting and checking customer information and documents (licence, V5C, proof of address, seizure notice) accurately and in line with insurer requirements
- Processing payments and issuing policy documents promptly
- Following up outstanding quotes and abandoned online applications
- Dealing with mid-term adjustments, cancellations, refunds and general customer service queries
- Recognising signs of potential fraud or ghost broking and escalating appropriately
- Logging calls, notes and outcomes accurately in our systems
- Handling initial complaints in line with our complaints procedure and escalating where needed
- Meeting individual and team targets for conversion, call quality and customer satisfaction
- Contributing ideas to improve our processes, scripts and customer journey
About you:
- Experience in a customer-facing sales or service role (phone-based experience is a strong advantage)
- Confident, clear and calm on the phone, able to reassure people who are stressed or frustrated
- Good attention to detail, particularly with personal data, documents and payments
- Comfortable working to targets and handling a high volume of enquiries
- Able to explain things simply and honestly, including when the answer isn't what the customer wants to hear
- Good written English for emails and live chat
- Competent with standard office software and quick to learn new systems
Additional Information:
Location: Worcester – onsite 5 days a week
Duration: 8 weeks
Day rate: £190 a day via an Umbrella company
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