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Objectives:
- Provide a high level of customer service to all customers and brokers in the mid-market segment.
- Support the team in the acquisition of SME and National clients, helping to maintain good client, broker and prospect relationships in order to maximise revenue.
- Support New Business Managers in using internal systems, carrying out calls and supplying monthly reports as and when required both internally and externally
- Maintain efficient processing of calls and email enquiries, measured by response time and time to resolution conclusion.
- Provide verbal and written reports on customer needs, problems, interests, competitive activities and potential for new products and services.
- Maintain good relations with all other departments and external customers and brokers.
- Adhere to UK and Ireland compliance legislation and Group compliance rules.
Key Tasks and Responsibilities
- To manage new business via the internal sales system and complete tasks related, allowing the Mid Market sales team to process business within competitive time frames.
- When the relevant Mid Market sales manager(s) are out of the office at meetings or on a period of absence, act as the frontline contact for external and internal queries.
- Take ownership for all queries inbound and outbound from internal and external customers, with support provided by other members of the team.
- Handle broker appeals on restrictive underwriting decisions.
- To support the assessment and loading of new business submissions.
- Request appeals for risk appetite and commercial terms.
- Support the Mid Market Sales team planning events and training for brokers.
- Projects: participation in projects and any user acceptance testing for new systems / processes which impact Commercial Department.
- Provide strong administration support for the broker sales team.
- Assist the sales managers in preparation of pricing and provide support in completion of internal requests.
- Help manage the buyer study process.
- Involvement on SME schemes to maximise revenue.
- Assist with the preparation and attend prospect / broker meetings with the New Business Managers where needed.
- Other ad-hoc tasks as required by the Head of National Broker Sales.
Skills and Experience
- Able to execute tasks to a high standard whilst retaining focus.
- Good organisation skills with the ability to prioritise tasks.
- Excellent customer service, ability to manage challenging conversations and relationships.
- Excellent attention to detail.
- Numerate with the ability to analyse information and produce reports.
- Able to process processes and procedures.
- Experience of providing administrative support desired.
- Excellent telephony skills.
- Excellent IT skills.
