Renewals Advisor

Towergate Insurance Limited
20 Feb 2019
13 Mar 2019
Contract Type
Full Time

With 80 local offices, over 2000 team members and over 100,000 clients, Towergate Insurance Brokers has the largest footprint and biggest salesforce in the UK. We’re community brokers and risk experts backed by the scale and spirit of the UK’s largest independent broker. We’ve got big ambitions for the future - join us for the journey and make your mark on the local community.

Job Outline

We are looking for a renewals customer advisor to join our specialist home insurance department in Norwich, to assist and carry out insurance administration as required for both inbound and outbound client contact. To provide day-to-day servicing, and administration of client insurance requirements in a timely, technically accurate and cost-effective manner, in accordance with the principles of Treating Customers Fairly and providing fair customer outcomes.

Principle Objectives and Responsibilities

  • To provide compliant broking and administrative services to clients, via both inbound and outbound telephone contact
  • Checking policy documents (including endorsements) for accuracy prior to receipt by clients
  • To handle the invoicing of premiums due, maintaining effective credit control in respect of allocated clients
  • To process correspondence, Mid Term Adjustments, renewals, pre-renewal activity, quotations and computer input as applicable to the role
  • Manage own files as per local procedures
  • To understand the client’s situation, opportunities and problems, and design appropriate solutions
  • Ensure where possible, premiums are settled in accordance with company credit control procedures
  • To assist in ensuring that all post and diary activity is completed daily in accordance with the local procedures and performance standards
  • To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions
  • To ensure compliance with local procedures, customer service standards and external compliance regulations, e.g. FCA
  • To undertake training in line with agreed objectives and keep up-to-date with technical, legal and market developments via use of e-learning, internal training and reading market related material
  • To maintain and develop personal knowledge and skills through continued professional development and ensuring that this is recorded in line with Training & Competency requirements
  • To work in a courteous and efficient manner and continually contribute to a culture where fairness to the customer is the central consideration
  • Develop and maintain positive ongoing relationships with Insurers and Underwriters in a professional manner
  • The jobholder will, at various times, act for the insured and insurer. The jobholder will be responsible for adhering to all the Group's procedures and policies in relation to the identification and management of potential conflicts of interest and for the fair treatment of customers, and will ensure they follow the systems and controls operating to ensure that this is the case
  • To ensure that any customer complaints are identified and handled strictly within the company’s complaints procedure
  • To comply with Binder procedures and underwriting authority levels.
  • Identify gaps in existing client cover and provide solutions as appropriate (i.e. ensuring products are offered to the defined target market)

Key Performance Indicators

  • Maintain both quality and efficiency in line with the agreed service standards and QA KPIs
  • Ensure that all activity and account information is recorded, accurate and in line with company procedures
  • Meet/exceed agreed Sales and Retention targets as defined by the business whilst maintaining agreed quality standards
  • Personal Development record to be maintained and brought to monthly one to ones and each Performance Review


  • Excellent verbal and written communication skills
  • Excellent telephone manner
  • Positive, 'can do’ attitude
  • Able to effectively problem solve and think outside the box
  • Able to prioritise, manage deadlines and work under pressure
  • Commercially aware


Experience/knowledge of the insurance industry or financial services

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