Customer Service Department

Our Customer Service Department is responsible for providing after-sales care for our existing insurance customers. Predominately an inbound call environment, our objective is to provide a ‘one-stop-shop’ service for our customers. We encourage our team to spend as long as is needed to resolve the customer’s enquiry and to ensure they have the appropriate insurance cover for their needs. This approach has helped us maintain customer retention rates close to 90%. We deal with a wide range of different types of enquiries, including giving general advice, making alterations to existing policies and taking payments.

The department is split into teams of no more than 10 Customer Service Associates who are supported by a Team Leader and Deputy Team Leader. The department also has a Department Coach who is responsible for delivering group training and any individual coaching needs to help you achieve your goals and support you during your induction program.