Here at Endsleigh, we’re all about our customers. Everything we do in Customer Operations is about making their experience with us one that is memorable for all the right reasons.
So we go a long way to get to know them, to understand their wants and their needs, developing products that fulfil them. And then we deliver it all through friendly expertise, educating where we need to and engaging at every opportunity.
It makes every day a learning opportunity. And makes these more than just jobs. Just ask our current leaders, many of whom started their journey with Endsleigh here.
In our Customer Operations we have a sales-through-service culture, where we see every call as an opportunity to strengthen our relationships with our customers. It’s all about asking the right questions and listening carefully to the answers, ensuring our customers finish every call satisfied, feeling that they’ve been treated politely, respectfully and enthusiastically.
We’ll look to you to not just deliver, but to make our service even better, always looking to add value wherever you can and generating leads for colleagues across the business.
There’s no hard sell. And our Consultants mostly take inbound calls, only ever making calls to warm leads where customers have an established need that we can meet.
In return, you can expect to be well rewarded for excellent performance – including a 10% bonus. Many of our people regularly achieve this, as well as winning competitions and incentives that offer prizes such as race days, sailing days, foodie treats, early finishes and extra time off. It’s all good friendly fun!
You can also expect full support, guidance and coaching from your Team Leader, to ensure you’re motivated, comfortable in your role and achieving what you set out to achieve. This is complemented by a structured training programme that offers real development opportunities.
Scratch the surface of Customer Operations and you’ll find that there are many types of Sales, Service & Claims roles available depending on your skills and interests.
Based in Cheltenham we deal with customers holding all kinds of insurance policies, from motor and home insurance to niche policy types including travel, student possessions and bicycle cover.
We have full claims handling authority with each insurer and so the team here ensure claims are handled efficiently and cost effectively, minimising costs and ensuring customers receive a prompt, efficient service. Our claims teams are based in both Cheltenham and Burnley.
We have teams of Sales Consultants based in both Cheltenham and Burnley dedicated to a particular policy or type of customer, ensuring they’re expert in their particular area and offering complementary services and products where possible.
The team in Cheltenham take calls from customers who have seen our advertising, been recommended by a friend or who have visited the website but prefer to talk to someone about their requirements. They also deal with any queries from existing customer who wish to make amendments to their policies.
Technical Operations or “Tech Ops” is an exciting new department within Customer Operations, that is responsible for the support of operational delivery through the use of Technology and Analysis. We provide insight to all levels of management to drive improved decision making, ensuring continuous improvement across the business.
Our main areas of focus are Telephony Management, Management Information (production and analysis), Workforce Planning and Quality Assurance. We take a scientific, consultative approach to solving business issues in order to support our Sales, Service and Claims staff to deliver high levels of service for our customers. Analysis is at the heart if everything we do, supporting the continued development of the Customer Operations strategy and the ease of interaction our customers have with us. We provide the link between Customer Operations, IT and our Market Facing Units in order to make operational change happen successfully.
Our Burnley-based teams help existing motor and non-motor (home, travel etc) insurance customers with renewals, whether by taking their calls or calling them close to their renewal date.
From Burnley, we also have a team that take inbound calls about all things motor, home, travel and landlords. We also deal with niche insurance such as musical instruments and bicycles.
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