Key responsibilities:
· Deliver excellent customer service, through telephony, and written communication following, Consumer Duty principles to ensure we our customers outcome and expectations in mind.
· Be strongly aware of how excellent service builds our relationships and helps deliver our growth strategies.
· Be competent to undertake policy reviews, clarification of terms and conditions policy, retention activities, recognising vulnerable customers and ensure we deliver the correct outcomes.
· To maintain a collaborative working relationship with all areas of the business so that we provide a joined-up seamless service to our customers.
· Undertake regulatory training to develop skills, ownership of personal development and keep knowledge relevant and up to date.
· Identify and recommend opportunities for process and customer journey improvements and work with others to deliver solutions through a ‘Thinking’ mindset and methodology encouraging this across the team.
· To be trained to complete back-office tasks and be accountable within the customer services department to support demand from our customers.
· Adapting their style for both our members and supporting intermediaries in line with our core brand values and behaviours to the benefit of our customers.
· To manage inbound calls and email demand on a ‘First Time Resolution’ basis, answering requests in line with our service levels, creating the ideal customer experience to drive the right outcomes.
· To process new applications in an efficient manner to ensure our customers have their valuable cover in place so they are protected in the event of illness, injury, or death.
· To manage all medical evidence supplier communications with regards to the new business pipeline and provide administrative support to the underwriting team.
· To collaborate with all Customer Service and Distribution teams and our third-party suppliers to provide a joined-up seamless service to our Intermediary partners.
Other responsibilities.
Adhere to the Financial Conduct Authority Individual Conduct Rules, and The Exeter’s Expectations Throughout the duration of your apprenticeship, you will be provided with a fixed term contract. You will also be fully office based. Once you have completed and passed your apprenticeship and providing you meet The Exeter’s probation criteria, you will be offered a full-time position in our Customer Service team where you will be able change from fully office based to hybrid working should you wish too.
Benefits of working for The Exeter:
· 27days' holiday plus 8 Bank/Public Holidays.
· 1 day off for your Birthday. · Annual Company Bonus (T&Cs apply).
· Perkbox – provide discounts and free perks.
· Cycle to Work Scheme
· Employee assistance programme
List of Duties
· Scanning
· Sorting of post
· Packing of documents.
· Answering inbound and making outbound calls to all customers.
· Reception duties.
· Responding to customer emails and letters.
· Processing back-office customer requests