General:
It is important that within all your interactions both internally and externally you adhere to Beazley’s core values - Being Bold, Striving for Better, and Doing the Right Thing – as they contribute to an internal environment of teamwork and promote a positive brand image and experience to our external customers. We also expect Beazley employees to:
- Comply with Beazley procedures, policies and regulations including the code of conduct which incorporates the PRA and FCA Conduct.
- Undertake training on Beazley policies and procedures as delivered by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) either directly, via e-learning or the learning management system.
- Display business ethics that uphold the interests of all our customers.
- Ensure all interactions with customers are focused on delivering a fair outcome, including having the right products for their needs.
- Comply with any specific responsibilities necessary for your role as outlined by your line manager, the Culture & People or assurance teams (compliance, risk, internal audit) and ensure you keep up to date with developments in these areas. This may include, amongst others, Beazley’s underwriting control standards, Beazley’s claims control standards, other Beazley standards and customer relationship management.
- Carry out additional responsibilities as individually notified, either through your objectives or through the learning management system. These may include membership of any Beazley committees or working groups.
Customer Support:
- Ensure all interactions and transactions are accurate, within Service Level Agreements (SLA) and the agreed authority limits set by Beazley and the underwriting teams.
- Interact with other teams within Beazley, ie Claims, Finance, Compliance, Management Services and Controls on matters affecting or related to accounts within the portfolio.
- Help maintain performance standards through supporting other team members in achieving their service/quality levels and targets, as required.
- Take accountability for continuously improving service, ensuring all proposed solutions work towards the betterment of the customer experience.
Reporting
- Provide accurate management information to senior management team and underwriters.
- Produce ad hoc reports, presentations and marketing literature for senior managers, underwriters and other members of staff as requested.
- Utilise team feedback and metrics to identify ways to increase, improve and expand services.
Broker/Client Interaction
- Provide a professional service to brokers in person, writing, email and telephone.
- Maintain and develop key relationships including brokers and external clients, promoting the Digital Service Team, and provided services
- Encourage, report and implement broker feedback on systems, processes and services
- Support the onboarding and ongoing training of brokers, encouraging and promoting broker self-sufficiency on our platforms
Skills and Abilities
- Accurate and numerate
- Fluent French speaker
- Computer skills – good working knowledge of MS Office, well developed spreadsheet skills
- Able to communicate effectively with others, both verbally and in writing
- Motivational skills, team worker as well as able to work on own initiative
- The ability to manage time, meet deadlines and prioritise
Knowledge and Experience
- Previous customer service experience
- Administrative experience advantageous
- Experience in accurate, high volume data entry advantageous
Aptitude and Disposition
- Outcome focussed, self-motivated, flexible and enthusiastic
- Professional approach to successfully interact with managers/colleagues/external suppliers
Competencies
- Achievement orientation
- Analytical thinking
- Information seeking
- Customer focus
- Team working
- Initiative
- Problem solving
- Detail orientated
- Time management
- Relationship building
- Communication skills
