Customer Service

Overview

Ensuring that we look after our customers throughout the duration of their policy is critical to the success of our business. After all, an insurance policy only lasts for 12 months and at the end of this time we want all our customers to remain a customer of ours and renew their policy with us. In order to do this we have a Customer Service Department that is split into a number of different areas.

This ensures that all customers receive a first class service at all times.

• To Process incoming emails from customers, other departments and third parties
• To amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or the telephone
• To Process cases and ensuring that all documentation is issued in accordance with Service Level Agreements
• To work with a customer in ways that will resolve any concerns or issues that they may have
• To deal with and resolve any expression of dissatisfaction made by a customer
• To provide the highest levels of customer service in a competent manner
• Working within a small team you will work to achieve targets for;
• The number of emails you process
• The number of errors that you make
• Maintaining your knowledge and completing work in accordance with Company policies and procedures
• Advertise additional products to customers such as Legal Assistance, Breakdown Cover and many others, designed to enhance a customer’s policy to give them a better level of cover.
• The ability to communicate clearly and concisely both written,verbally, face to face and using the telephone
• Some experience of using computers and programmes such as Outlook, Word and Excel
• Being able to keep calm and demonstrate that you are actively seeking to resolve a customer’s issue, concern or problem

• We also offer every new employee full insurance training, providing you demonstrate some core qualities during the Interview Process.
• Enthusiastic and be able to demonstrate this within a capable manner
• Focused on delivery and ensuring that all questions are answered competently and all problems are resolved
• Able to resolve a customer’s query and offer suitable solutions
• Polite and be able to demonstrate empathy towards a customer’s situation when needed
• Self motivated and possess the ability to work towards targets such as the numbers of emails and calls handled, error rates and cross selling to name a few
• An excellent communicator and be able to demonstrate this both verbally and written
• Some experience of dealing with customers in a call centre environment

Falcon Insurance
4th Floor 75-77 Colmore Row
Birmingham B3 2AP

Monday to Friday – 9am to 5pm
Saturday / Sunday – Closed
Bank Holiday – Closed

Falcon Insurance is a Trading Name of Falcon Underwriting Limited. Registered in England No. . Registered Office: 14 High Street, Pensnett, Kingswinford, DY6 8XD
. Authorised and Regulated by Financial Conduct Authority (FCA) under reference Number 464064.