The job profile is for a Contact Centre Agent in the Direct Sales Division. The agent is responsible for providing insurance quotes to clients over the phone, selling commercial vehicle, courier, and motortrade road risk insurance policies. Core activities include providing exceptional customer service, contributing to sales targets, processing policy adjustments, and keeping records updated. The agent must have experience in a call center and knowledge of relevant insurance products, call center processes, and compliance principles.

1. Job Profile
Contact Centre Agent
Direct Sales Division
Job Purpose:
 To provide clients with appropriate solutions to their insurance requirements: this involves dealing
with clients over the telephone to provide insurance quotes and client administration, through the
selling and/or servicing of Commercial Vehicle, Courier or Motortrade Road Risk insurance policies
Reports to Direct Sales Team Manager
Core Activities:
 Provide exceptional service to new and
existing customers over the telephone,
focusing on resolving queries in an efficient,
accurate and professional manner.
 Contribute to the overall team sales target
and/or objectives through the selling and/or
servicing of policies; this may include policy
renewals
 Take maximum opportunity to enhance
customer experience and exceed
expectations, at all times acting in both the
interests of the customer and the insurer
 To be available to provide levels of cover for
inbound enquiries at all times, i.e. telephone
call handling
 To assist where possible in the support of the
team and Department, i.e. providing
administration support which may include
scanning, processing post, cover note issues,
marketing activities, data inputting, etc
 Processing mid term adjustments and inviting
renewals across different products within the
department.
 To ensure all client documentation is issued
correctly and internal records kept up to date
 Keep up to date with developments in product
and market changes in accordance with
current market trends and also scheme
facilities.
 Actively cross sell across the company
 Keep Team Manager up to date with all
developments
Development Activities:
 Personal Development Plans from
Performance Reviews.
 Continuing Professional Development
(CPD) records.
 Undertake specific projects/tasks as
provided by the Team Manager.
Skills:
 Telephony/call centre technology
 Use of Company IT systems
 Customer Service
 Sales and advisory techniques
 Working in teams
 Active listening and sound judgement
Knowledge:
 Understanding of call centre processes
 Understanding of relevant insurance
products
 Understanding of key product features
 Bollington FCA Compliance Manual
principles
 Human Resources and office procedures.
Experience:
 Experience in an call centre is essential; an
insurance advisory or sales background
would be useful although full training will
be provided.
Qualifications:
 Appropriate formal qualifications are
encouraged to demonstrate competence.
These can be identified during performance
reviews with your Manager.