Job Description – Customer Care Specialist - New Business
Admiral Group Plc. (UK) and Admiral Solutions (India)
Know Us:
The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India .We serve over 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.
In 2023 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®
At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who sign our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~11000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.
Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2500 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement culture and people practices, and this is testimony to the plethora of recognitions we have earned in the last couple of years. Here is the list of the latest ones:
➢64 in the Top 100 Companies to Work,
➢Top 75 Companies for Women to Work For
➢Top 25 Companies in the IT/BPM in Mid Size
➢India's Best Workplaces Building a Culture of Innovation by All - Mid-size
➢Top 100 IT-IT/BPM companies in Large Size
➢Best workplaces in Professional Services
➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25
➢India’s Top 10 Best Workplace for Women
Why Work with Us?
As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally.We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:
➢Free Meals (while working from office)
➢Free Cab Services with App enabled booking & tracking.
➢Free Medical, Accident and Life Insurance
➢Annual £750 equivalent Company Shares to every staff member
➢Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
➢Opportunity to enroll in learning & development courses.
➢Opportunity to be nominated to travel to our global offices.
➢Opportunity to grow within the organization.
Flourish your skills and talents by joining the DEIB community.
Summary of the role
Here’s an opportunity for all enthusiastic and motivated individuals to join our team as sales cum service representative.
You will play a vital role in driving our business growth through effective sales strategies and excellent customer service skills to join our New Business Department on a full-time basis (via phone).
Identify and pursue sales upon assessing. On-going training will be provided throughout your career to ensure you're always up to date with the latest policies and procedures to deliver the best service possible.
Mandatory Experience
Ideally should have spent a minimum 12 Months working for an International BPO or in a Shared Service environment, having an inbound-calling experience with international customers (preferably UK calling experience and in customer service processes).
Minimum Education: 10+2
Shift Timings: 6:30 AM IST - 2:30 AM IST
Working Days: 5 days working in the week
Salary- CTC INR 4,25,000
DOJ: 06-01-2025
Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)
WFH (Work From Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 50 mbps and uninterrupted power supply.
WFO (Work From Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.
Employee Benefits:
Free Cab Services (both sides for now, can change to 8.00 PM to 8.00 AM)
Free Meals (while working from office)
Free Medical, Accident and Life Insurance
Annual £750 equivalent Company Shares to every staff member
Opportunity to earn performance-based monthly variable amounts, as per department guidelines, and more pay-outs from time to time (subject to discretion of the department)
Many more of employee-friendly benefits
Role & its Responsibilities
We have open position within our award winning contact-centre which all require you to :
Be nice – Your role will be speaking to our customers, and we expect excellent service to be delivered on every call.
Upsell –Please don’t be put off if you don’t consider yourself to be a typical salesperson, we sell through service. We always like to inform our customers of any products available which could be a benefit or potentially save them money.
Negotiate – Customers will be looking for the best deal, so you’ll take them through their policy, making any necessary amendments and answering queries along the way.
Be resilient – There will be challenging times where you may be faced with a frustrated customer or a more complex query. We treat all customers with respect and as individuals.
Confident with computers and able to multitask – We use multiple systems and software so experience with working with computers is important
Be open and willing to learn – We provide training and all the necessary tools for you to do a great job. There will be plenty of feedback and guidance, but we ask for your dedication and a good work ethic
Customer First - Ensuring we are treating customers fairly and acting in a professional manner, at all times. Provide a first-class service, displaying compassion and empathy when our customers need us most.
Essentials Skills Needed
Positive Attitude – Maintaining a friendly and enthusiastic behaviour even during challenging interactions.
Communication - Excellent verbal and written communication skills are key for interacting with customers, understanding their needs and effectively conveying information.
Active listening -Paying close attention to customer inquiries and feedback to understand their requirements and respond appropriately.
Problem Solving skills - Analysing customer problems and finding effective solutions to ensure customer needs are met and their issues are resolved promptly.
Product expert – Thorough understanding of the products and services we render, so you can provide accurate and relevant information to customers.
Team Collaboration – Working effectively with colleagues, sharing insights and share feedback to better staff & customer journey
Adaptability – Insurance is very dynamic. Being flexible and open to changes helps in adjusting to different situations.
Time Management - Ability to manage their time to achieve daily and monthly goals.
Follow up -Keeping track of customer interactions and following up on pending actions/issues promised is very important.
Our success goes together with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: People who like what they do, do it better, and this in turn, means that our customers receive the level of service and products that they deserve.
Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.
Ingredients to Success
Positively contribute to team by acknowledging others’ contributions and celebrating their success
Passionate about our Brand and Customer Service
Excellent communication skills
Unlearn and learn new ways of working
Do It The Right Way, The First Time for the customer
Mutual Respect
Accept change and feedback
Contact Us
Admiral Solutions (EUI Limited), 4th and 5th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India
E-mail: delhirecruitment@admiralgroup.co.uk or documents@admiralgroup.co.uk
Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.
To know more about us, feel free to visit the below websites for more information.
www. admiralgroup.co.uk
www. www.admiralsolutions.in
www.admiral.com
