Account Executive
PIB Group
Liverpool, GB
3d ago

Senior Customer Service Representative Gloucester Full time Permanent

Are you ambitious, conscientious and have experience in working within Customer Service and are wanting to make your next step into a more senior role?

Do you want to work for a forward thinking, innovative and respected company? If the answer is yes then Thistle is the place for you and we would love to hear from you!

Here at Thistle, we look after our customers by firstly looking after you. We want our people to enjoy coming to work, and to grow and improve each day.

We believe in treating our people well and showing them that they are what makes a company great. That’s why we provide a generous benefits package that includes :

  • Career progression
  • Staff incentives
  • Generous holidays
  • Refer a friend
  • Regular social events
  • Competitive pension
  • Location : Our office is based in the centre of Gloucester and is accessible by car or bus, Gloucester Train Station is just a 10-minute walk away.

  • As a Senior Account Handler, you will be responsible for achieving your individual New Business Sales and Retention targets as well as assisting the Team Leader in running the team in their absence and ensuring KPI's are hit.
  • You will also be dealing with escalated queries and advising the team on any queries they have.

  • As a key role model within the team it is important that you set high standards and help shape the values, attitudes, and behaviours of the team.
  • Deputises for the Team Leader in their absence
  • Be an escalated point for customer queries and complaints, ensuring the Team Leader is kept updated.
  • Demonstrates excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues
  • Help drive agent performance and customer service improvements utilising appropriate coaching and training techniques
  • Identify trends in calls and recommend training topics to Team Leader.
  • Making a positive impression with customers whilst offering them suitable insurance products that reflects their needs
  • Ensuring that you are maximising every opportunity you have to sell our great products to our customers
  • Liaising with customers via different communication channels, e.g. phone calls, live chat, e-mail
  • Follow the rules and regulations as set out by the Financial Conduct Authority
  • Demonstrate a willingness to learn and develop yourself to improve your performance and customer experience
  • Don’t worry we help you with all of this! We will provide you with all the necessary training to give you the skills and knowledge you need to do your job so you can flourish and enjoy a long and great career at Thistle.

    So what do we want from you?

  • Eagerness to learn and develop yourself
  • Experience of working within a target driven, customer service environment.
  • A passion for providing excellent service get it right the first time
  • Motivated by targets
  • Attention to detail
  • Embrace and support our culture
  • Preferred working towards Cert CII qualification.
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