Customer Support Agent

Department : Contact Centre, Underwriting Operations

Reports to : Administration Team Leader

Location : Ripe Head Office, The Royals, Manchester M22 4BJ

Job Purpose

The primary purpose of the Customer Support Agent is to provide excellent sales and service experiences to existing and potential customers via a CRM system handling live chat and emails.

Principal Accountabilities

• Provide excellent sales and service experiences to existing and potential customers via a CRM system.
• Handle a range of live chats and emails including new and potential customers, customer service enquiries, and renewing existing customers.
• Retain customers who wish to cancel and follow the appropriate procedures for cancellation using the CRM system.
• Work with the team and management to ensure set targets are achieved and exceeded through monthly KPI’s.
• Develop a full and complete knowledge of assigned brands using learning tools provided.
• Keep up to date with all changes to existing products within your assigned brands along with new products that are introduced and made available to you.
• Keep up to date with necessary regulatory and compliance requirements through learning tools provided, taking ownership for maintaining up to date standards.
• Act as a first point of contact for external calls into the business, handling and directing them to the correct team.
• Take calls where required to ensure the achievement of both percentage of calls answered (PCA) and service level agreement (SLA) targets.

FCA Consumer Duty Responsibilities

Products and Services

Price and Value

Consumer Support

Experience Requirements

Personal Attributes

Professional Requirements

Educational Requirements

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