About Admiral
We are the largest car insurance provider in the UK and always feature in ‘The Sunday Times Best Big Companies to Work For’, as voted for by our staff. During these recent uncertain times, Admiral has been there to support every single employee. We are fortunate that during the COVID-19 pandemic we have not had to furlough any employees and we’re still growing as a business. To read more about how Admiral has responded to the COVID-19 pandemic please click here
At Admiral, we really believe that people who like what they do, do it better and that happy staff deliver great service, which is important as the customer is always at the heart of everything we do. Join us and over 10,000 employees’ globally in one of our challenging and rewarding departments.
We truly care about our customers and we’re very proud of the level of service we provide. 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. In year which saw Admiral hit record profits we decided to give back to our customers, issuing over 110 million pounds back to our Admiral Group policy holders and the helping the local community.
We’re famous for being different – whether it be our unique culture, with our Ministry of Fun department, impressive benefits including generous share scheme, cycle scheme, flexible working and free gym memberships for all staff. Our people are really important to us, and whatever job you do, we will support you to succeed as best we can.
About the role...
New Business is an exciting place to be! It is the frontline of Admiral as many of the customers who ring up will never have had any dealings with the company before. Most of our New Business customers will have already sourced a quotation from the internet from a price comparison website and will be calling to purchase their insurance for the year. It's a sales role with a difference, callers want to buy! Nonetheless, we would expect you to add value by cross selling any products that are useful to our customers, to ensure they are getting the best cover they can.
We are looking for individuals with active listening skills who can bring their outgoing personality to the role, with the emotional resilience to work under pressure in a customer facing role. This is a complex role, which will include motor, van and household insurance, so you will need to get to grips with all three products, absorbing the theory before applying it practically on calls. It is important that you enjoy challenges and pushing yourself, but also thrive off constructive feedback, we will give you lots of feedback to help you improve your skillset, to help you earn as much incentive as you can.
This is a full-time position with long-term career prospects on offer. You will need to be flexible as we will expect working from home and the office alongside your team and manager who will be there to support you every day. In addition to the base salary of £18,000, after their probationary period New Business staff earn on average £280 per month incentive and potential earnings are up to £1000 per month on top of your basic salary. However, please note that you will not earn incentive during your training period of the first 2 months.
You don’t need any previous sales experience, but you will need confidence and a willingness to learn. Also, as its sales, a competitive mindset will fit in well. You’ll use basic computer skills and your upbeat personality to manage daily incoming calls. We will teach you all the product knowledge you need to help you excel, but we need you to have the confidence needed to take initiative when it comes to upselling.
It is crucial that you can remain calm and collected in the face of a challenging situation with an irate customer, not taking it personally, and moving swiftly to help them. Ultimately, we need you to be tenacious in the face of challenges, with the motivation to push yourself to succeed and meet targets, whilst never losing sight of the importance of empathy and excellent customer service.
The New Business team has amazing culture that reflects Admiral. The people who work here are humble, supportive, encouraging each other and always keen to see their colleagues do well. Our environment is not cliquey, but rather an open and honest environment with a family feel. We have high standards, and it is really important to us that we succeed in our teams and department, but we are always striving to have fun along the way. We want to see every one of our call handlers be the best person they can be, accessing their full potential, and so we put a lot of effort into our staff.
On average we work 39.5 hours per week, building up flexi time each week, or extra holiday days depending on how you like to use it.
We share the weekend shift in New Business, so we work weekends, but we never work more than five days in a row, unless you choose to!
Your shifts will vary between the following hours;
Monday- Friday – 8am-9pm (only 9 hours a shift)
Saturday – 9am-5pm
Sunday – 10am-4pm
Enjoy your lunch hour and break times at the free gym, in one of our chill out areas or enjoy your breaks taking advantage of the many benefits available to Admiral staff.
Please note, if you are successful in your application you will be required to work from home as well as the office. We as a company have followed strict government guidelines in terms of COVID-19 as the safety of our staff is paramount and social distancing must be adhered to at all times.
Job Purpose:
- Provide excellent customer service to our customers and staff
- Taking New Business calls daily
- Using tools provided to negotiate and accept New Business customers.
- Upsell Multivan, Multiproduct and add additional add-on’s such as Breakdown Cover.
- Follow compliance guidelines and procedures
- Log front line complaints
- Hit department targets
Main Responsibilities:
- Answer calls efficiently and provide fantastic service whilst attempting to accept New Business customers
- 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 customer journey.
- Attend training sessions and take feedback on board
This is a full time position working 38.5 hours a week.
Please note, this role will be based in the office and you may be working from home for a period. In order to apply for the role, you will need an adequate space in your home that is free from distractions and have a download speed of 4 mbps or higher and a ping no higher than 30ms. Please use this link to do a speed test: https://www.speedtest.net.
