At Admiral, we really believe that people who like what they do, do it better and happy staff makes happy customers.
We truly care about our customers and we’re very proud of the level of service we provide. No matter what department in Customer Care you’ll be working in, the customer will always be at the heart of every decision we make. By recruiting people like you, who are customer focused and love to help others, we can continue to provide a great service and ensure an excellent experience for our customers.
About the job
Admiral is an insurance company innovating its way through to the future. As a Customer Care Consultant in an award winning department, you will be flying the flag for Admiral, representing our FTSE100 Company to our 7+ million customers. We don’t think of ourselves as an insurance company, more of a customer care company that happens to deal in insurance.
You will work with a team of 10-12 upbeat colleagues who will become your second family. We like to think of ourselves as a friendly bunch, so there’s always a helpful colleague around to give you a hand. We work in a busy environment both from home and office, and you will likely take upwards of 50 calls per day, so you’ll need to make lightning fast decisions to help our great customers with all of their insurance needs. If you appreciate customer care and like to be the best, we have found the job for you!
We expect you to have a passion for service, it is our identity!
Rewardingly simple – that’s how we want every interaction with Admiral to feel. Whether you’re getting a quote, changing or updating your cover, we want it to be as straightforward and hassle-free as possible. Convenience and reward are at the heart of what we do. We want to make life easier. That’s why we launched MultiCar, and later MultiCover, combining multiple policies into one to remove some of the life admin that’s such a chore.
To work in Customer Care, you need to have a passion for our core values of ICARE. We adhere to these core values every day and on every call.. To embrace our culture, you would need to do the same:
I – I/you/me/us/we. Ownership and accountability.
C – Convenient. Service that is easy and available when you need it.
A – Approachable. Friendly, human and good natured.
R – Resolve. Help the customer get it right first time.
E – Effortless. Remove barriers and make the service swift.
Skills & Knowledge Required
- IT literate to swiftly update all those customers details correctly
- Basic Maths and English to solve some more tricky queries... but don’t worry, calculators are our friend
- People person... as you will be speaking to a lot of them!
- Adaptability. Change is key to our business and our people get excited about the next new task around the corner
Responsibilities
- Manage and resolve the inbound calls from our very important customers
- Thrive on being the best! Hands on training will be an ongoing part of your role to help you excel
- Ensure each and every customer receives the very best service
- Resilience - You can expect to take a variety of interesting and challenging calls, some of which would include making various changes to our customer’s policies and answering some quite complex queries. It certainly won’t be boring!
- Make a difference! And make gains, not always at the free gym facilities but in rewards and incentives.
- Follow compliance guidelines and procedures
- Use tools provided to negotiate and retain customers
- Upsell multicar and multiproduct
- Self-motivated and by able to work within challenging and sometimes stressful situations
- Attend training sessions and take feedback on board
Why apply for Customer Care?
Our Customer Care team like to look after their staff. We offer a sought-after shift pattern starting no earlier than 8am and finishing no later than 7pm weekdays. The latest you would work on a Saturday, if scheduled, would be 5pm and even better, we don’t work Sundays or bank holidays! We also offer overtime where needed! We also offer a very attractive incentive structure.
We have a unique culture which is why we were awarded the top department in the company! 2 years running! During your career we will also support you with our award winning development plans, many of our senior managers began their career in the role you're applying for now. We believe people who like what they do, do it better! Our training is the magic ingredient to make that happen and set you on the road to stardom. Our front line staff, that deal directly with our customers, have the most important role in the business; we will make you experts in your field. Our staff are what makes Customer Care such a great place to work, so we can guarantee a great working environment, hard work and plenty of recognition!
About the new office at Capital Tower
Due to COVID – 19 we are currently working from home. However, if and when you are required to work from the office, you can find us conveniently in the city centre, just at the back of Queen Street (Capital Tower). Capital Tower has recently been completely renovated with our amazing club house, there are cool drawings on walls that have been created by a member of our team, with some amazing meeting rooms and getting ready rooms where staff can shower. There's also a lovely coffee shop in the reception area where staff can also grab a bite to eat. The office has a really lovely feeling inside, with that strong Admiral culture and relaxed atmosphere.
Please note, training for this role will be conducted remotely and due to the current climate you may be working from home for a period of time, to apply for the role you will need an adequate space in your home that is free from distractions and a download speed of 4 mbps or higher and a ping no higher than 30ms. To test your internet speed please click here
This is a full time postion working 38.5 hours a week
