Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide thre...
To process customer requests by following the appropriate processes to ensure quick and correct action is taken
Effectively communicate with customers to address their concerns/needs and retain their business
Key Responsibilities
Participate in pro-active and corrective actions as required to ensure service and sales client retention delivery.
Process, prepare correspondence and fulfil needs of existing customers that are at risk of cancelling services
Ensure volume targets are achieved in line with business objectives
Delight customers by providing best practice solutions to convert cancellation requests referred via any channel.
Address and respond to customer service complaints with the goal of increasing satisfaction and securing renewals and saves with a 24-hour turn-around time
Ensure that customers are given clear information and are kept appropriately informed regarding their policy information
Where customers receive advice, ensure that the advice is suitable and take account of their circumstances.
Analyse customer feedback and develop new techniques to ensure customer retention.
Ensure daily, weekly and monthly targets and conversions are met
Be available at the right time to perform call centre duties (scheduling adherence).
Ensure quality outputs in accordance with the customer needs and the organizations business plans
Participate in learning and development activities to ensure adherence to the requirements of the contact centre.
Adhere to company policies and procedures
Ensure risk, compliance, regulatory, and legislation are followed out and adhered to
Take accountability for performance and development
Participate and contribute to a positive company culture
Create a culture of ownership and accountability throughout the organisation in support of our values
Manage attendance and productivity adherence requirements in line with acceptable business rules and policies
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