To be available to process correspondence/undertake telephone duties for 7.5 hours per day, unless part time hours have been agreed. Answer phone calls to ensure our customers receive a first-class service whilst attempting to either retain the business, amend a quote/policy as required and up-sell ancillary products. To ensure work is dealt with accurately and follow up when necessary. This would include updating policy diaries within the agreed time scale. To ensure that sickness is kept to a minimum and reported as per the guidelines in the big book. To be punctual at all times, logged in and available to take calls at the start of each shift. To resolve customers complaints in the first instance and to follow the complaints procedure for escalation. To play an active role in the development of new ideas and procedures and to contribute positively to the culture of the Travel Insurance Department. To be always professional and mature, on the phone and while you are in the department or representing the department after work hours. To always show consideration and respect to your colleagues and your environment. This includes general housekeeping and ensuring workstations are neat. To maintain and build on the team s working relationship with other teams and departments. To take an active interest in your individual and department results and be aware of how you can contribute to improving the scores each month. To help maximize conversion rates, retention rates and service levels at all times and ensure that you are giving the best service possible to all our customers. To attend regular team meetings and make a positive contribution, promoting a culture that ensures communication is two-way and open and honest. To ensure that any problems you identify during your working day are flagged up immediately to your TM/SCR, however, make decisions relevant to the training you have received. To be self-motivated, demonstrate an organized and methodical approach to your workload and voice ambition and own objectives so reaching these can be supported by your TM/SCR To be flexible to change including workload, subject matter and to be adaptable to increased scope of work. Ingredients to Success Effective Communication: Clear and empathetic communication with customers, effective listening etc. Customer Focus: Understanding and addressing customer needs efficiently and empathetically Adaptability: Flexibility in handling various customer situations Meticulous/Attention to Detail: Ensuring accuracy in processing customer information Resilience: Managing stress and maintaining composure during calls