Operations Administrator

Recruiter
HCL Insurance BPO Services Limited
Location
Essex
Salary
£17,500 per annum
Posted
13 Feb 2018
Closes
13 Mar 2018
Contract Type
Permanent
Hours
Full Time

Responsibilities

  • HCL IBS administers Life and Pension policies on behalf of clients. The role of the Operations Administrator is to support customers who contact IBS in connection with their policies.
  • The role, although mainly administration based, may require some interaction with customers by telephone.
  • The Administrators will work as part of a team providing an excellent and efficient service to our clients' policyholders by responding to written and verbal enquiries in plain English, keeping customer satisfaction at the core of every decision and behaviour.
  • To respond to all customer queries from policy holders (both written and verbal) accurately in accordance with current service level standards in terms of timescales and quality.
  • To provide excellent customer service and to focus on positive customer outcomes at all times escalating issues where these outcomes are at risk.
  • To take responsibility for achieving individual productivity and quality targets and positively contribute to the embedded values and culture of Operational Excellence.
  • To maximise individual capability through one and done processing.
  • To comply with all regulatory requirements and processes, for example Anti-Money Laundering and Data Protection in order to prevent breaches and identify fraudulent activity.
  • Assist Team Leader to ensure that audit activity is fully supported and actions completed within time scales
  • Comply with HCL IBS policies and procedures
  • Achieve Service Level Agreements (SLAs)
  • Achieve quality targets
  • Delivers required performance consistently
  • Keeps sight of long term objectives in daily work
  • Monitors progress against agreed plans
  • Develops contingencies once potential problems have been identified
  • Balances cost, time and resource requirements
  • Gathers complete data on performance and then acts accordingly
  • Identifies full cause and effect
  • Seeks other's ideas in tackling problems
  • Takes action to solve problems in a timely manner
  • Understands and is responsive to the people implications of change
  • Makes decisions based on customer insight
  • Looks for ways of improving customer service
  • Takes ownership of complaint resolution
  • Understands team role in delivering customer value
  • Achievement of individual standards for quality in line with agreed standards for written replies.
  • Achievement of individual targets in line with agreed and regularly reviewed standards
  • To respond to verbal enquiries received from policyholders, IFA's and third parties providing a "one stop" service where possible. Keeping customers informed of any delays in accordance with procedures and managing expectations whilst remaining professional and polite at all times.
  • Process all calls to the agreed quality standards for correctness and fairness
  • To respond to written enquiries received from policyholders, IFA's and third parties.
  • To ensure that all enquiries are recorded correctly on the Company Work Management System, in order for work to be scheduled to the individual and the team and to provide an audit trail.
  • Takes ownership of complaint resolution where possible or refers any customer complaints to the relevant department in order to maintain good customer relations and to minimise regulatory breaches.
  • To participate fully in departmental and team meetings in order to relay information and promote effective communication and suggest process improvements as appropriate.
  • Understands team role in delivering customer value by working with colleagues to ensure consistent performance.
  • To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.
  • To undertake any other duties as may be deemed appropriate by the Team Leader.
  • To demonstrate commitment to treating customers fairly through behaviours and results. This includes putting yourself in the policyholder's shoes, managing their expectations, keeping them informed and communicating with them in clear, plain English.
  • To ensure that regulatory and audit requirements are met. To be aware of data security from a customer and business perspective and take responsibility for the prevention of fraudulent activity. Maintaining the data protection ideals of clear desk, secure storage and secure PC.
  • To ensure that the requirements of all Company policies are met and acted on as necessary (for example whistle blowing, money laundering, dignity at work).
  • To ensure that the business operating systems utilised are used correctly and professionally.

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