Customer Service Clerk – Bishops Stortford £14,000 - £17,000
Customer Service Advisor
UK – Hertfordshire

Customer Service Clerk

To provide an efficient and high quality service to our customers ensuring their continued custom


• Fully acquaint yourself with the staff/call rating criteria striving to continually improve in all areas
• Maintain a high level of quality and performance
• Thoroughly check all aggregator business to ensure the risk is appropriate for the scheme used. Use all tools available to verify all details provided by the customer including reviewing historic quotes
• Follow the priority of work as advised by your Supervisor/Team Manager on a daily basis
• When handling web queries, ask open questions, do not lead the customer to give the answers you want to hear, ensure that all the queries have been satisfactory answered.
• Meet your minimum personal/team targets and/or benchmarks
• Ensure each file worked on is completed correctly leaving notes detailing activity
• Keep you own diary up to date
• Follow the companies processes and remain compliant
• Answer/make calls politely and in an efficient manner treating customers as you would expect to be treated
• Maintain your knowledge of the products/guides we offer along with what we can offer outside of screen options
• Provide clear and factual information when referring to a Manager
• Answer queries providing a clear and accurate response
• Make accurate changes to customers policies ensuring that prices quoted are correct. Offer alternative options if you are unable to quote the current policy or if it is uncompetitive so that we retain their custom.
• If you have confirmed cover is in force ensure that relevant proof of cover has been issued
• Remain in control of the call be understanding and empathise with customers
• If you have agreed to call a customer back ensure that this is completed within agreed time frame
• Ensure that written/email replies are accurate and are professional
• Follow the requirements on the various checklists
• Report any bugs or issues with the system to your Supervisor/Team Manager
• Seek advice if you are unsure how to reply to a query or to complete an action
• Take ownership of problems and pro-actively seek solutions
• Work together as a team
• Attend and contribute to team meetings
• Keep your Personal Development Folder up to date recording training and knowledge gained to your CPD Log
• Keep your work area, the restroom and the internet rooms clean and tidy

Any other duties that the company may reasonably ask you to undertake in connection with your job role.

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