Customer Account Manager
Our client, Tennyson Insurance, is a mid sized financial services business based in Sussex. Within the organization there is a strong culture of upskilling talent. Everyone is an engager, and roles rapidly evolve, with the teams being multi-disciplined and highly collaborative. Our customers rate us strongly; we have Gold Trusted Service Status on Feefo.
They are currently recruiting Customer Account Managers in the Schools and Academies Renewals Team. The Schools and Academies business is of high strategic importance in the business and is undergoing rapid growth.
The objective of the Customer Account Manager (CAM) is to provide high quality service and support through expertise and knowledge to customers. They must ensure that they underwrite risks correctly and impartially, in a way which adds value to the customer.
The CAM is an insurance professional who will,
(a) take a proactive approach to managing the customer relationship in order to give us the best chance of retaining their business.
(b) undertake accurate and insightful risk capture where relevant, in order to develop a clear understanding of the customers’ situation.
(c) use judgment and skills to clear referrals
(d) provide efficient and swift solutions which meets the customers’ needs
Key elements include
1. Underwriting Knowledge
Understanding of risk and our product is critical to ensure that we maintain the integrity of the book: this is as important at renewal as it is for new business. The CAM must:
(a) Articulate the principles of insurance
(b) Understand the constraints of each of our policy wordings
(c) Identify exposure (e.g. low risk vs high risk) based on the services and activities a client provides
(d) allocating trade codes correctly
(e) Be able to ask appropriate additional questions (beyond the scope of the IT system) to be able to confirm how well a customer is managing an identified exposure
(f) Upwards refer inappropriate premiums based on exposure vs its management
Being successful at these six elements will allow you to effectively support your customers with their questions on cover and changing insurance needs over time. It will also enable the ongoing profitability of our book (premium vs claims).
2. Customer service
The CAM role involves balancing the immediate needs of customers who are contacting us with technical enquiries and MTAs. This means:
Prioritising customer service – acting on requests within 24hrs and following up
Help customers to amend policies quickly and easily through the year
provide written quotes / proposals and responses to technical queries when relevant
Ensuring payment is received in a timely manner
3. Basic database disciplines
The CAM must ensure that:
The electronic customer file reflects each interaction with the customer including where relevant data capture, proposal and acceptance
All conversations with customers are recorded in the electronic file
Quality of data - to ensure that we have an e-mail address, telephone number and correct salutation for each customer. This data is used to for our renewal and marketing communications.
Key performance measures
- % retention against £ value
- % customer satisfaction (via FEEFO)
- Compliance audit reviews
- Debt recovery
- Management observations on behaviours and workload management
This is an exciting opportunity for someone looking to develop existing customer relationship skills or start their career in insurance with an entrepreneurial company with good promotion opportunities.
You may possess some of the following:
Sales and customer management skills
Previous sales or customer engagement experience (commercial or personal lines)
Public sector or charity and social organisation sector experience
A good level of education or equivalent professional qualifications. Graduates are preferred.
A minimum of “B” grade in GCSE Maths. Please provide qualification grades where appropriate.
Dynamic and looking to move to a fast-paced sales environment
High level of confidence in building relationships with people, over the phone and face-to-face
Experience of working to and exceeding targets
Good working knowledge of Microsoft Word, Excel and Outlook
Excellent time management, work load prioritisation and organisational skills
Proactive and ability to work to deadlines and process timeframes.
Professional Development & Training
This is an excellent opportunity for candidates to either begin, retrain or develop their sales career in the insurance industry. Zurich is dedicated to developing staff to the highest of standards and we require the successful candidate to work towards achieving their CII Certificate of Insurance. This may require the applicant to work outside of office hours for self-study; in return, we will fund the qualification and annual CII membership. We feel this is of great benefit to our employees and helps them to improve their career prospects especially internally but within the insurance industry as a whole.
Starting salary of £22,000 to £24,000 depending on stage of career and capability (rising with expertise, CII qualifications and achievement).
25 days holiday
Fully funded professional development with CII
Opportunities to obtain delegated underwriting authority
12% Pension contribution by employer
We are looking for an individual to work a minimum of 4.5 days a week. Our usual working hours are 9am to 5.30pm Monday to Thursday and 8.30am to 5pm on Fridays. Tennyson Insurance provides a good work/ life balance. We welcome applications from candidates who may need to work flexible hours in order to accommodate family commitments. Flexibility over school holidays in particularly Christmas and Easter can be discussed on a case by case basis as suitability and interest are established. For example, we can accommodate a 4.00pm finish to help with school journeys.
About Tennyson Insurance and the role
Tennyson Insurance is owned by Zurich Insurance PLC. Our role is to be the SME arm of Zurich which focusses on meeting the needs of schools and academies, public sector and CSO sector. Through working with the sector for over 25 years, Zurich have built up an extensive understanding of the risks our customers face and have used this knowledge to develop tailored solutions.
Zurich is one of the few insurers in these markets to be able to provide a policy which is 100% bespoke, ensuring the customer only pays for the cover needed. We understand that every customer is different, and we take the time to speak to each one in order to understand their specific requirements and build a policy that is tailored to meet their needs.
We work in a converted barn about one mile outside Chichester in West Sussex. It is an attractive working environment and an easy commute by car (although public transport links are less good). If you join our business you will become part of a team that is friendly, ambitious, supportive and experienced in achieving its goals.
To apply for this opportunity please email a CV and cover letter.