A Career in Customer Loyalty

About Customer Loyalty

Our Customer Loyalty department works closely with our existing customers to renew their insurance policies and provide a fair annual premium. A Customer Loyalty representative is responsible for answering queries, making policy changes; and the most important aspect of the role – providing fantastic service while seeking to retain and increase business.

There are several areas of focus within Customer Loyalty - motor insurance, household coverage, multicar policies and multicover needs – requiring a varied skillset. You will need to be adept at building relationships with our customers, delivering superb customer service, ready to upsell additional products or services when appropriate. Our Customer Loyalty reps are also fantastic negotiators: they are resilient with strong objection handling skills, focused on solving customer queries all while demonstrating value using the tools and knowledge provided.

We work in a busy environment. Whether from home or the office, and you will likely take upwards of 50 calls per day, so you’ll need to make quick decisions to help our customers with all of their insurance needs. Attention to detail is crucial in this role as all UK insurance products are subject to regulation. You’ll need to read scripts word-for-word while adapting to new procedures or ways of doing things. Compliance consistency ensures each customer is being treated fairly and has the appropriate knowledge to make informed buying decisions.

You don’t need experience, but you will need confidence, a proactive approach, and a friendly personality, along with basic computer skills. We will teach you all the product knowledge you will need to help you excel.

If you are driven to help others and motivated to be the best that you can be, this is the job for you!

Key factors of the role:

  • Our offer: About 3 weeks before an insurance policy is up for renewal, we provide a quote for the year. Most companies auto-renew, including us.
  • The industry is competitive: UK car insurance is compulsory. Customers typically use comparison sites and shop around each year for the best price.
  • We’re here to help: Customers call us if they don’t want to renew. We do all that we can to save business and retain customers. We will compare quotes and seek opportunities to give the best price possible.

Main Responsibilities of a Customer Loyalty Representative

  • Provide excellent customer service to existing customers.
  • Solve customer queries or negotiate the continuation of their policy using the tools provided.
  • Upsell multi-car, multi-product, and related policy add-ons such as breakdown cover.
  • Update customer details efficiently with probing questions.
  • Accurately read scripts and follow procedures correctly.
  • Attend training sessions and take feedback onboard.
  • Log front line complaints.
  • Hit department targets.

Life in Customer Loyalty