Hastings Renewals Agent

In our department:

• You will be working as a Customer Service Representative in our Retentions department, working alongside our dynamic team, helping our customers who turn to you for your expert knowledge.
• You will deal with a variety of inbound calls, from making simple changes to existing policies or trying to retain customers who are looking to cancel with us to increase our customer loyalty.
• We will provide full training, so you are fully equipped to be successful in your new career
• We treat our customers and colleagues in the way we'd like to be treated. We want to be the biggest and best digital insurer in the UK and expect and encourage all colleagues to play their part in achieving this. You'll discover a vibrant atmosphere, where friendly, supportive colleagues are always ready to help each other & you could be part of this

What will you be doing

• As a customer representative your main job will working within our inbound call centre, addressing a diverse range of customer queries submitted via telephone, email, live chat, or instant messages.
• The calls you receive will be varied; they could include changes to existing policies, giving quotes, taking payments, supporting claims and supporting customers in financial difficulty

What we are looking for

• We are looking for positive thinking, self-motivated individuals. You will have the ability to forge positive relationships and strive to resolve customer queries first time.
• An insurance background is not necessary, we see many skills as transferrable, if you have a background in retail, hospitality, sales or just an interest and passion for customer service we'd love to speak to you.

• Minimum Matric Qualification or equivalent qualification (SAQA certified)

Required Competencies & Personal Attributes:

• Delivers a can-do attitude to challenges and problems, taking responsibility for delivering solutions
• Ensure that you are meeting customers’ fair and reasonable expectations and provide fair outcomes. Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ interests at the heart of how we do business.
• Ensure completion of all training as mandated by the company.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure all work is carried out to a high level of accuracy in line with our company quality and compliance standards.
• Ensure that you achieve and demonstrate levels of competence required to fulfil job requirements
• Ensure completion of all training as mandated by the company by achieving the required pass marks and assessment criteria.
• Demonstrate excellent persuasive skills with an ability to overcome objections whilst delivering a fair outcome for our customers.

We’re looking for people who:

• Candidates with fluent Accent neutral English communication skills
• Have experience in delivering outstanding customer service
• Have experience in Retention of Clients in The Insurance Sector
• Are comfortable in talking to people over the phone, with the ability to easily hold a conversation with customers in The UK.
• Have strong active listening skills
• Enjoy working in a fast-paced environment with extensive shift and weekend work
• Are motivated to achieve positive results and reach targets
• Have experience and are comfortable with using a PC and keyboard, as this will form a core part of your role, if successful

Working Hours

You will be required to work the following days and shifts based on a pre-determined roster:

• 3 weekdays for 8 hours, between 09:00 to 23:15 (combination of days from Monday to Friday)
• Saturdays from 10:00 to 19:45
• Sundays from 11:00 to 19:15
• You will get 1 weekend off in every 4-week cycle BUT will work 1 additional weekday before the weekend off)
• The successful candidate must be flexible to allow for possible variations to the abovementioned working hours

Training

You will be provided with 6-8 weeks of training which will be facilitated on-site. The training will be a combination of in class and academy learning (listening to calls and live coaching). Your training may occur during the day or during evenings/nights. You are required to achieve the minimum pass marks on assessments before you move onto the next phase of training and an overall pass rate at the end to pass out of Academy. Failure to do so may lead to termination of employment.