Job description

The Opportunity

Call Centre & Online Customer Service Adviser

Salary: Competitive
Hours: Monday - Friday 9am - 5pm
Location: Glasgow

This is an exciting time to join RSA and begin your career with us.

Due to our continuing business growth and passion for developing our employees, this is a great opportunity to step into the Insurance Industry and progress your career throughout your journey with us.

Following the completion of our in house training programme you will support product, system and technical queries through one of our contact channels – live chat, phones or post.

You will focus on delivering great customer experiences, achieving first contact resolution and actively listen to ensure good customer outcomes.

This role provides an exciting opportunity to educate our Direct Market & Broker customers through e-adoption strategies in order to get the most out of e-trading, to enable self-sufficiency.

About You:

• Previous experience within either a call centre or online customer support environment.

• High level of attention to detail.

• Previous experience in an Insurance environment is desirable but not essential.

• Good communication and listening skills.

• It would be advantageous to have knowledge of Broker Software Houses as well as multiple placement systems (EDI/ Imarket/ Extranet) but it’s not essential, as full training would be provided.

Role Responsibilities:

• Resolving issues to enable brokers to complete their transaction online for e-traded products via live chat and phone channels for quotes, renewals, MTCs and general product queries.

• Driving better customer experience seeking first contact resolution where possible, navigating customer interactions in a friendly, empathetic, efficient manner.

• Dealing with inbound interactions with brokers in line with your underwriting licence and operational service agreements.

• Working effectively with your Technical Coach to consult on non-standard risks outside of your underwriting licence.

• Encouraging and supporting brokers to use e-channels and e-products.

• Redirecting brokers to most appropriate place to achieve operational efficiency whilst maximizing the customer experience.

About Us:

A welcoming, diverse and inclusive culture is an important element for RSA in our best-in-class ambition. RSA thrives when everyone feels comfortable bringing their best self to work.
We have a diverse mix of customers and we want our employee base to reflect that. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential.

Our commitment to diversity is sincere, continually growing and led right from the top.

RSA takes pride in being accessible to all. We welcome applications regardless of gender, age, sexual orientation, disability, race, marital status, ethnic origin, religion, or social class. We encourage inclusive environments where our people can always give and show the very best of themselves and harness the power of our diversity.

If you require flexibility in when, where, or how you work, we’d love to hear from you. We also want to ensure that you are supported throughout the application process to enable you to be at your best. If you require adjustments during your application process, please flag this on your application form.

Our Values

Integrity
Be honest, open and fair. Set high standards. Stand up for what is right.

Respect
Be kind. See diversity as a strength. Be inclusive and collaborate.

Customer Driven
Listen to our customers. Make it easy, find solutions. Deliver second-to-none experiences.

Excellence
Act with discipline and drive to outperform. Embrace change, improve every day. Celebrate success yet remain humble.

Generosity
Help others. Protect the environment. Make our communities more resilient.

Job Types: Full-time, Permanent

Schedule:

• 8 hour shift
• Monday to Friday

Reference ID: UK.08886

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