We have an exciting opportunity for a hard-working and personable person to join the team as our new Customer Support Specialist.

You will be required to provide excellent customer service and day to day handling of all existing policy holder requirements post sale and pre renewal for our Delegated Authority, Property Owners & Household products. 

You will take relevant actions to ensure we retain the business at every opportunity by enhancing the customer experience.

Key Responsibilities:

• To remain 100% FCA, DPA, MOBI (Multi Occupancy Budlings Insurance) and ICOB compliant.
• To ensure that Consumer Duty requirements are followed throughout company processes, procedures and in dealing with customers>
• To provide an excellent service to customers via inbound and outbound communication. 
• To recognise and mitigate risk.
• Ensuring policies are updated accordingly to reflect any incidents or claims data. 
• Processing Delegated Authority mid term adjustments.
• Manage e-trade/open market MTAs directly with the insurer.
• Assisting the Underwriting team with preparing renewals.
• Effectively deal with and log complaints.
• Support retention and/ or generate additional income for the business at all possible opportunities to help support the growth of our back book – this includes but is not limited to, collecting missing payments, updating payment details, completing and upselling on mid – term adjustments to transfer to the sales team, saving business from cancelling.
• To take ownership and responsibility of your workload and performance.
• Input accurate data into all necessary logs, trackers and databases to accurately record information and provide adequate MI and audit trails.
• To report any problems encountered to your Senior / Manager. 
• To achieve or exceed QA expectations.
• To be aware of the department targets and work as part of a team to ensure you strive to influence this in a positive way.
• Meet/ exceed individual targets and assist in meeting targets set for the team and business unit.
• To identify and make recommendations for improvements to current working practices as required.
• To carry out any other tasks as directed by the Seniors or Managers.
• Adhere to Barbon/ PIB Policies.

Qualifications:

• GCSE in English Language and Maths (or equivalent)

Experience and Knowledge:

• Experience of working to targets.
• Experience in a customer service role.

Further information

 As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days 
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes 
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

 
We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. 
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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