Customer Contact Centre
Our customers are at the heart of our business and everyone performing a role within the Contact Centre plays a vital part in our success. The Contact Centre comprises of Travel Insurance, Car, Home, Holiday Home, Customer Services, Talk to TIM and uGuest.
This competitive and thriving department deals with the high number of incoming calls on a daily basis. It is imperative that you have excellent interpersonal skills to build a good rapport with Staysure customers. Those who flourish enjoy opportunities to progress and reap the rewards for their hard work and commitment.
Each area is structured to include some or all of the following roles, which carry increasing levels of responsibility.
Contact Centre Roles
Staysure is expanding quickly; therefore, we are always looking for people with a real desire to build a career in sales, team leadership, team management and customer services.
Operation Manager – Sales and Customer Services
Guardians of sales best practice and service excellence, Operation Managers are responsible for maximising compliant sales and operational efficiency through the Contact Centre. Leading team managers and agents, they are commercially aware with a proven track record in sales, operations and compliance. They understand the wider business context and have excellent communication skills with which to inspire their team to deliver excellent conversion, compliance and revenue results. Operation Managers work collaboratively with other Contact Centre managers, other departments and senior managers to deliver fantastic levels of sales and service against Staysure’s key performance indicators (KPIs).
Team Managers play a crucial role at Staysure. Reporting to an operations manager, they are responsible for leading, supporting and coaching their team to drive performance and support the growth of the business by creating and maximising high quality, compliant sales. Team Managers review and analyse team performance in line with key performance indicators, and are expected to demonstrate a comprehensive range of skills and role model behaviour.
“I have been working for Staysure for a little over a year now in the role of Team Manager and have loved the whole experience from my very first day. The training I received was comprehensive, and delivered in a fun way making the whole learning experience enjoyable and easy to absorb. In my short time here I have also seen massive growth in the business as well as an investment in people to help them progress their careers at Staysure.”
“I have been with the company three months now and have really hit the ground running thanks to the training and support Staysure offers its management. The working environment is focused with everyone working together to achieve targets. I’m glad I have joined a growing business.”
Contact Centre Agent
At Staysure we pride ourselves on delivering an excellent level of service to our customers and have received awards recognising this. Our customers are at the heart of everything we do. The perception our customers have of Staysure will depend on how they are treated and the level of service they receive from our experts in the Contact Centre over the telephone. Contact Centre agents have specialist knowledge of their own product area and deliver a compliant, professional and personable service to each customer as evidenced in our customer testimonials.
“I’ve been with Staysure for nearly 6 months and already I feel more confident in a call centre environment compared to being in retail for previous jobs. The staff here are so friendly and you always feel that you can rely on the team managers to always push you that little bit further to help you achieve what you need. Definitely the place to be if you’re looking for a happy work life.”
“I have been a Staysure employee for just over a year now and in that time I have learnt that the company really recognises and rewards commitment and hard work with a very generous and achievable bonus scheme. Your progression in the company is encouraged by managers that are keen to help you along your journey and I have managed to take advantage of one of many opportunities to join a new business under the Staysure brand, uGuest, which has enabled me to utilise and further develop many skills which have helped me achieve even more in my job.”
Customer Service has many different responsibilities. They deal with all amendments that need to be made to a policy after sale. This can be anything from dates, destination and medical amendments. If cover is not automatically available for a customer’s specific needs, Customer Services can refer the policy to the underwriter to see if Staysure can offer bespoke cover – this helps our customers get what they need.
“Since working for Staysure my confidence has grown significantly. There are lots of opportunities to progress within the business and everyone is very supportive. Working with Customer Services is great, every day is different and I have developed skills that will allow me to move forward with my career.”
“I joined Staysure 3 years ago as a Sales Agent and have progressed to call listening within Customer services. Although the majority of Customer Service agents are young compared to myself, the atmosphere is vibrant and enjoyable to work in.”
Quality Assurance (QA)
Treating customers fairly, operating compliantly within a regulated environment and delivering a highly focused quality service are the main principles that drive our Contact Centre operation. To support this, our QA team audits calls across all of our operational areas and reports results and any key themes that need addressing. The team not only plays a pro-active role in identifying areas of risk and gaps in knowledge and skills, and service quality, but also in recognising individuals who go ‘above and beyond’ in their engagement with customers. Embedding continuous improvement in service delivery is a mainstay of the company’s year on year growth.