Job Description – Customer Care Specialist - Travel Operations
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 ~2600 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:
➢Great Place to Work certified for consecutive 9 years
➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25
➢India’s Top 10 Best Workplace for Women
➢Top 50 Companies in the IT/BPM in Large Size Organizations
➢India's Best Workplaces Building a Culture of Innovation by All
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
As an Admiral Travel Insurance Consultant, you’ll be expected to deliver an exceptional level of service to everyone you speak to.
You’ll be responsible for making sure that our customer’s first experience of us is an excellent one and that the same level of service is provided at every point of contact after that.
You’ll provide information, accept policies ensuring the customer has cover to meet their needs, problem solve and make changes for both existing policyholders and new customers alike.
You’ll need to ensure any problems are resolved quickly and professionally and strive to retain customers who may be considering leaving us at renewal.
You’ll be expected to follow department guidelines and procedures considering FCA requirements.
There is an opportunity for the scope of work to expand, covering further Travel functions & channels and subject matter during the team’s lifecycle, which will come with the appropriate training.
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: 03-02-2025
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.
Role & its Responsibilities
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
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
