Remote Customer Value Associate

Customer Value are going remote in South and West Wales!

We have an incredibly exciting new opportunity for those living in the South and West of Wales to join our Customer Value area. The best part – you’ll be training and working completely from home, so no commute to worry about at all! All you need is a great internet connection and a quiet, private place to work – we’ll sort the rest.

You will of course, still be a fully fledged member of the Admiral family, with complete access to all of our great benefits – including enrolment into our share scheme, in which after one year of service, you will accumulate free shares worth £3,600 every single year!

Our Customer Value department are responsible for looking after our existing customers whether that be dealing with their queries, finding solutions, detail changes, or the all-important job of presenting potential discounts to our customers whilst looking to add additional value to the policy and in turn, our business in the form of upselling and adding additional products. 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.

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.

In addition to the base salary of £19,820 , after their probationary period Customer Value agents can earn on average £250 per month incentive and potential earnings are up to £1,040 per month on top of your base salary. There is potential for overtime earnings for additional working hours. As well as all of this, after your first year of service you will be enrolled into our lucrative staff share scheme earning £3,600 a year!

As a Customer Value agent you will be trained in Motor, Van and Home insurance from the start making you a multi skilled agent and therefore qualifying for our multi skilled bonus - up to £300 per quarter! That equates to potentially £1200 annually on top of normal incentive/wage and pay outs are pro rata based on the time you have been applying your skills. Your overall package could reach £35,000+.

3 Key aspects of the Role in our Customer Value department

1. Always Providing excellent customer service and going above and beyond for our customers
2. Deal with customers’ requests in an efficient and compliant manner to achieve a fair outcome for the customer
3. Maximise all opportunities to upsell and add additional value to the policy

Skills and Knowledge required

• Be able to work in a busy and thriving environment, interacting with and providing outstanding customer service to our customers
• Self-motivated and resilient. You’ll be presented with challenging and sometimes stressful situations.
• Competitive nature to adapt to our performance centric culture
• An effective and confident communicator
• Strong concentration levels and attention to detail
• Receptive to feedback both positive and constructive and being motivated to implement the feedback with the goal of improving your service or performance
• IT literate to swiftly update customer details correctly
• 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 thing

Main Responsibilities

• Answer calls efficiently and have strong service levels at the forefront of every call
• Interacting with customers, solving their queries, and completing their requests such as making changes to their active policy
• Maximise every call/opportunity by ‘adding additional value’. This will involve presenting potential savings to every customer and successfully upselling additional products such as motor, van and HH
• Accurately read scripts and follow procedures correctly to achieve a fair outcome for the customer (don’t worry you’ll be given full training)
• Suggest positive solutions for the customer journey
• Achieve personal and department objectives that have been set
• Receptive to feedback both positive and constructive and being motivated to implement the feedback with the goal of improving your service or performance
• Immerse yourself in Admirals’ culture and be a team player!

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!