Customer Loyalty Representative
About the job
Admiral is an insurance company innovating its way through to the future. By becoming a Customer Loyalty Consultant, you would join our frontline staff dealing directly with our customers which is the most important role in the business. Working in an exciting, new department, you would be flying the flag for Admiral, representing our FTSE100 Company to our 7+ million customers, placing you at the heart of our business.
Our Customer Loyalty department are responsible for looking after our customers whether that be queries, finding solutions, detail changes, or the all-important job of speaking with our customers who are considering leaving Admiral and looking to negotiate their renewal quote. This means that we are looking for people with a varied skillset. You need to be highly skilled in building relationships with our customers, delivering superb customer service and with a willingness to upsell additional products or services. Our Customer Loyalty consultants are also fantastic negotiators, they are resilient and customer focused. They can find synergy with the customer on every call because they genuinely want to help our customers with their insurance needs.
We expect you to have a passion for service, as it is our identity! You will have the opportunity to make a positive difference in our customer’s lives through the service you provide them, and so it is vital that you value helping others.
This is a full-time position with long-term career prospects on offer. You don’t need any experience, but you will need confidence, a proactive approach, and a friendly personality, not forgetting basic computer skills. We will teach you all the product knowledge you need to help you excel.
You will work with a team of upbeat colleagues who will become your second family. We like to think of ourselves as a friendly bunch, so there is always a helpful colleague around to give you a hand. We work in a busy environment, whether it’s from home or the 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 are driven to help others and be the best that you can be, this is the job for you!
Skills and Knowledge required
- Able to take calls daily, interacting with customers and solving their queries or negotiating the continuation of their policy using tools provided.
- Talented salesperson – able to upsell multicar and multiproduct.
- 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!
- Self-motivated and by able to work within challenging and sometimes stressful situations.
- Follow compliance guidelines and procedures.
- Provide excellent customer service to our customers and staff.
- Log front line complaints.
- Hit department targets.
- IT literate to swiftly update all those customers details correctly.
- Basic Maths and English to solve some more tricky queries.
- 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, or a new procedure or way of doing things.
- Manage and resolve the inbound calls from our very important customers.
- Answer calls efficiently, lead by example and provide fantastic service whilst attempting to retain and increase the business.
- Go above and beyond for your customers by providing excellent customer service.
- Ensure work is dealt with accurately and to a high standard.
- Accurately read scripts and follow procedures correctly.
- Be a team player.
- Suggest positive solutions for the customer journey.
- Attend training sessions and take feedback onboard.
- Be a confident and motivated individual.
- Thrive on being the best! Hands on training will be an ongoing part of your role to help you excel – you should love feedback that helps you improve!
- Make a difference! And make gains, not always at the free gym facilities but in rewards and incentives.
More about the day to day in Customer Loyalty
Our Customer Loyalty team like to look after their staff. We offer a sought-after shift pattern starting no earlier than 8am and finishing no later than 8pm weekdays and 5pm on weekends. We share the weekend shift in Customer Loyalty, so we work weekends, but we never work more than 5 days in a row! We also offer overtime where needed and have a very attractive incentive structure that can significantly increase your monthly renumeration package.
During your career we will support you with our award-winning development plans that encourage progression - many of our senior managers began their career in the role you are applying for now. For those with the work ethic and proactivity needed to progress, our training is the magic ingredient to make that happen and make you an expert in your field.
Our staff are what makes Customer Loyalty such a great place to work, so we can gua
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We spoke to Recruitment Officers and Heads of Departments in Outbound, Sales, Renewals, Claims and Customer Services to find out what happens to your application and what they’re looking for at each stage of the process. Stage 1: Submit your application formSo you’ve decided you’d like to join Admiral and have found a role on our careers site that best suits your skills and experiences – great!Take the time to fill in the short application form consisting of some personal details and current/previous employment. This takes around 5-10 minutes to complete.What we’re looking forAt this stage we are looking for candidates with an application that is well written with good spelling and grammar - always use spell check!What happens next?Application forms normally get reviewed by a Recruitment Officer within 1-2 working days. From there, if the candidate is successful, they will be contacted via email and be invited to complete a telephone interview - book yourself on to a slot as soon as possible as positions can get filled up quickly. Stage 2: Telephone interviewWhat we’re looking forCandidates tend to stand out at the telephone interview stage if they’ve shown that they’ve completed research on the role, department and company. Candidates can make sure they’ve got a good understanding of all by having a thorough read through the job description. Try to also expand on answers during the interview as much as possible, drawing on any relevant experiences from travels, college, university and a previous or current job.What happens next?The notes from the telephone interview will be reviewed and candidates will find out if they were successful within the next 1-2 working days. If successful they’ll be invited to a meet and greet, and if unsuccessful candidates will need to wait 6 months before reapplying for another call centre role.Stage 3: Meet and GreetWhat we’re looking forIt’s just as important that you like us as we like you, so as part of the recruitment process you’ll get the opportunity to come in the office, where we’ll tell you a bit more about the company, you can sit in with the department you are applying to join and get the opportunity to ask any questions you have.This is your opportunity to impress so dress smart and be yourself; be happy, inquisitive, always show your enthusiasm and willingness to learn, that will really impress the interviewers. Check out our top 7 traits that we look for in candidates.This is also another opportunity to show that you’ve completed your research on the role and company.What happens next?If successful, you will be invited to join on the next induction for the department! If unsuccessful at any stage of the process, don’t let it dishearten you, call in, ask for feedback and take it on board for next time.If you have any questions, please feel free to contact one of our friendly recruitment officers on 0800 118 1619 or get in touch at email@example.com
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We understand that balancing the demands of a family and a career can be challenging at times. Taking time off work to be with your new family is very important and we recognise that many fathers, partners and adopters want to be more hands on and involved with the care of their children. We are committed to supporting our staff when they go through parenthood and a valued source of support is provided by our Parental Leave policies. The policies allow staff to spend cherished time at home with their family, so that when they return to work, they can thrive and flourish. Our policies go above the statutory pay requirements to encourage our staff to take more time at home when they become parents. As long as you've worked for us for 26 weeks, you can expect the following benefits. Maternity LeaveEmployees receive 16 weeks of full pay, followed by 23 weeks statutory maternity payPaternity LeaveEmployees receive 2 weeks full pay, 2 weeks statutory paternity pay and 12 days of unpaid leave (should they wish to take it)Shared Parental LeaveWhen both parents work for Admiral they can share the 16-weeks full pay benefit. So, if the mother/primary caregiver decides to return to work prior to 16 weeks, the other parent can pick up the remaining weeks on full payIf one parent is employed by Admiral, and together with their partner fulfil eligibility criteria, they can share the Parental LeaveAdmiral believes that the support doesn’t stop at Parental Leave. We recognise that flexible working is another valuable way in which our staff can attain the work-life balance they need and so employees can request flexible working arrangements.Our employee benefits don’t stop here, take a look at our top 7 perks for working at Admiral.
As one of our four pillars to our culture, Reward and Recognition is extremely important. We believe that happy staff make happy customers, so we have a huge range of great benefits to make sure everybody has something to smile about! Here are a few of our more popular ones.