Apprentice Customer Service Agent - SPB UK & Ireland Ltd

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Job Summary

Location: Cosham PO6 3EN
Salary per week: £236
Working hours: 40 hours per week on Rota (Mon – Sat) Hours of work 9.00am – 6.00pm
Applications in by: 19/08/2018
Interview Date: 23/08/2018
Job Code: ED29159


An Apprenticeship is a great opportunity to start or develop your career with a salaried job and free training.

You will be responsible for general insurance administration and support for card loss/cancellation, providing excellent customer service, helping to achieve the Company’s aims and objectives, ensuring personal objectives are met.

SPB is Europe's Leading Affinity Provider...celebrating 50 years of business and 50 million insured customers.

We can boast many accolades including being:

  • the first mobile phone insurance provider in the UK marketplace,
  • the most diverse provider to the online mobile device insurance channel,
  • the first UK insurance business to offer a walk-in repair facility to policy holders as part of the service proposition
  • one of the leading insurance providers in the Education insurance market.

We’re also part of the SPB group, which makes us Europe’s leading affinity insurance provider, and the largest provider of Mobile Phone Insurance in Europe.

SPB rounds out its insurance programmes with a broad range of services, including new-for-old, returns, mobile phone lending, repair, replacement, dismantling, recycling and second life.

The only player in the affinity insurance market to propose this 360° approach, we harness the expertise and know-how of our service-provider subsidiaries, which includes Phone Service Centre, to design bespoke solutions.

Click to learn more about SPB UK & Ireland Ltd

Duties will include:

Overall Role

  • Contribute towards being the market leading provider of general administration and card loss and cancellation services.
  • Responsible for providing general insurance administration and support for card loss/cancellation, providing excellent customer service, for SPB UK and Ireland Ltd and by doing so helping to achieve the Company’s aims and objectives, ensuring personal objectives are met.

Aiming to function in a compliant manner whilst promoting at every opportunity the company core values of inspiration, innovation and dedication, applying ‘good industry practise’ at all times.

Key Responsibilities and Accountabilities

  • Primary Focus: General Insurance Administration and Customer Service
    • Respond to and validate customer claims and queries in an efficient manner and within the specified timescales following the company’s procedures at all times.
    • Arrange updates from repairers/suppliers to ensure customer’s claims/fault calls are being fulfilled within the relevant timescales.
    • Complete any required administration tasks including chasers and written responses to customers, efficiently and accurately.
    • Respond to emails relating to general enquiries, updating of policy information, claims notification and payment queries in a professional and courteous manner, ensuring clear and concise information is provided as required.
  • Secondary Focus: Card Loss and Cancellation
    • Respond to all inbound calls relating to registration of cards and documents, ensuring the system is updated accordingly.
    • Respond to all inbound card loss reporting calls in a professional and courteous manner, ensuring clear and concise information is provided as required.
    • Respond to and validate all customer card and document amendments, adding, deleting, changing details, ensuring records are accurate and up to date
    • Complete all required administration tasks including issuing registration confirmations, card loss reports – both system generated and manual.
    • Be able to resolve the majority of customer queries confidently, minimising the need for escalation upwards whilst acting within your own authority levels, referring upwards when outside of these authority levels.
    • Respond to all client queries relating to the card loss and cancellation service
    • Respond to card loss and cancellation web queries in a timely manner
    • Adhere to all required service levels in relation to call answering, complaint handling, and loss reporting and customer communications.

Confidential

  • General:
    • Ensure a ‘Treating Customers Fairly’ attitude is maintained at all times, aiming to achieve the best customer experience by providing excellent customer service by:
    • Following the correct processes to ensure we provide reasonable guidance to customers when making a card loss registration or loss report
    • Ensuring you communicate with the customer in a clear, fair and not misleading manner at all times
    • Consistently achieve required standards under the service level agreements, quality monitoring and audit processes.
    • Be aware of, adhere to and support the FCA regulatory requirements, as appropriate and as advised by the Technical and Compliance Team and/or your line manager.
    • Ensure you abide with the FCA’s Principles for Business at all times.
    • Be aware of and adhere to GDPR and Health and Safety laws and requirements as they affect the team.
    • Perform ad hoc tasks as and when required by your line manager.
    • This is not an exhaustive list, and you will be expected to be flexible in your approach to carrying out your duties that may change from time to time in order to reflect changes in the Company’s circumstances.

Other information:

  • During the first 13 months you will complete:
    • Customer Service Practitioner Intermediate Apprenticeship Standard

Skills required:

  • Working knowledge of the General Data Protection Regulations and other legal requirements and how it relates to this role.
  • Reasonable level of computer literacy including good keyboard skills
  • Good ability to construct clear written communication to customers using plain English in a courteous manner.
  • Excellent verbal communication skills with the ability to deal with awkward customers in a courteous manner.
  • Ability to resolve customer issues quickly and efficiently in accordance with SPB UK and Ireland practise
  • Effective relationship management skills, both internally and externally.

Personal qualities:

  • A good work ethic with attention to detail
  • Organisational skills with the ability to prioritise and manage time effectively when required.
  • Self-motivated with a proactive, positive, enthusiastic, professional, confident and calm attitude, acting with integrity and fairness at all times.
  • Good team player with a willingness to co-operate with and assist other team members.

Qualifications required:

  • GCSE's at grade C/4 or above (or equivalents) including maths, English and ITC are preferable but not essential

Benefits:

  • 20 days paid holiday and 8 statutory days holiday
  • Free on-site car parking

Future Prospects:

  • Progression routes within the company for the right candidate

Applications in by: 19/08/2018
Interview Date: 23/08/2018
Job Code: ED29159


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