Job Description Commercial Customer Service Broker

Job Description – Commercial Customer Service Broker

Job Title Customer Service Broker

Reports to Operations Manager

Department Commercial

Job Purpose

 Administration of client’s insurance requirements on a daily basis.  Day-to-day management of correspondence to new and existing clients at the highest possible level of customer service, including sales administration.  Support Commercial Account Executives in the handling of key client accounts.  Broking Presentations for New & Existing Clients  Provide expert and prompt advice to new and existing customers regarding their insurance needs.  Liaise as appropriate with insurance companies.

Key Result Areas

1. Accurate and prompt management of internal daily post, including the efficient and customer focused handling of any queries or actions (e.g. relaying relevant information from the insurer to the client). 2. Provide expert and prompt advice to existing customers regarding their insurance needs. 3. File Management - ensure individual client cases are completed promptly, effectively, accurately and fully. 4. Enthusiastic participation about performance in monthly 1:1 reviews with line manager. 5. Participation on vocational training courses as required by management. 6. Follow up on diary entries and inform management of same. 7. Maintain the highest quality of customer service levels by prompt, customer-focused, mannerly servicing of client accounts by efficient Mid-Term-Adjustments and customer queries. 8. Ensure workplace is kept in an organised fashion and compliant with company health and safety policy. 9. Any additional duties deemed necessary and reasonable by line manager. 10. Ensure client confidentiality is maintained and protected at all costs. Failure to do so will result in dismissal. 11. Be an effective, willing and enthusiastic team player in the development of the Customer Service team in addition to the success of the company as a whole.

Duties and Responsibilities

1. Liaise as appropriate with insurance companies. 2. Follow up contact with clients regarding crucial documentation for completion of files. 3. Present a professional image of self and Autoline Insurance Group at all times. 4. Adhere to FCA regulations and requirements. 5. Provide cover for team colleagues when necessary. 6. Attendance at promotional exhibitions and external meetings outside company hours as required. 7. Assist with commercial renewals process as required. 8. File Management - ensure individual client cases are completed promptly, effectively, accurately and fully. 9. Completion of weekly activity report with line manager.

1 Dimensions – what are the dimensions of the role is it crucial to the business are there budget responsibilities, staff responsibilities etc.

Critical sales support role. Crucial to the sustainability and growth of the business. Customers’ after sales experience with Autoline will depend on the Customer Service Team therefore the team must be extremely customer-centric. Experience in dealing with a team member can mean business won or lost for Autoline. No budget or staff responsibilities.

Context – Insurance is the primary function of the firm and the retention of existing clients is a crucial contributor to the success of the company. The Customer Service Advisor will ensure that the client’s experience of Autoline is accurate, efficient and customer friendly in the handling of all after-sales activity including mid-term adjustments.

Skills and competencies

. Excellent customer service skills . Excellent communication skills – able to communicate to people at all levels using all communication channels . Good team player . High level of interpersonal skills . Planning, organisational and time management skills . Problem Solving . Ability to work under pressure and to meet deadlines . Detail orientated . Quality focused . Computer literate

Essential Criteria:

1. A minimum of 5 GCSE passes at grade C or above including English and Maths 2. Excellent computer skills, working experience of Microsoft Word and Excel. 3. Ability to multitask, learn quickly and work under pressure.

Desirable Criteria:

1. Previous experience working in general insurance.

Technical Experience

Good understanding of general insurance products. Customer Service knowledge a distinct advantage. Sales experience an advantage.

2 Key Relationships

Who Reason Internal . Accounts . Cash reconciliations & payment issues . Claims Manager . Client Queries/Claims . Line Manager . Operational/personal issues & targets . Senior Management . Personal issues; targets; disciplinary matters External . Clients . Existing . Insurers . New & existing . Loss Adjustors/Assessors . Facilitate claims processing

Manager: Date:

Job Holder: Date:

Last Updated: Date:

Signature: Date: