Our list of current vacancies is regularly updated, but only represents a small proportion of the posts we are seeking to fill. Please contact us for further details.

Customer Service Adviser - Croydon, Surrey - Ref: LS118
Salary:	£17,500 - 18,000 p.a. + £2,000 bonus + excellent benefits + £40 extra per night shift
Hours:	35 hour week shifts including some nights
Job Description:	Working within a Call Centre environment you will be dealing with policy holders who have broken down and require assistance
Skills Required:	Previous Call Centre/Customer Service experience essential.  Good data entry skills and familiar with Windows packages.  Excellent communication and problems solving skills.  Good level of numeracy and literacy
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: LS118)

Performance Development Executive - Croydon, Surrey - Ref: MH570
Salary:	£22,000 + £2,000 bonus
Hours:	35 hours per week. Due to the nature of this position there may be a requirement to provide training outside of Monday to Friday 9.00am - 5.00pm, therefore hours will vary in line with business needs. Some travel may be required in line with business needs.
Job Description:	Objective of the role: Design, deliver and co-ordinate development programmes and bespoke training courses to employees within the Operations Team as requested by the Operations Manager and the PPD Manager, ensuring the highest standards are maintained in line with all company accreditations. Through regular monitoring and assessment of performance, identify and deliver training and development to the Team. Main duties: Deliver the following All client Operations Induction and New Product programmesGroup training courses One to one coaching and/or development sessionsAd-hoc courses Product Knowledge Deliver all client Operations Induction and New Product programmesGroup training courses One to one coaching and/or development sessionsAd-hoc courses Key areas of responsibility: Product Knowledge Performance Monitoring Training and coaching Training Records and literature Quality Standards adherence Staff development Project work Reporting
Skills Required:	Experience and a track record in exceptional call centre environment coaching Ability to identify Skills Gaps To instigate and plan improvements in service FSA environment experience Be conversant with practical training needs analysis and evaluation techniques. Excellent presentation skills with previous experience in designing and delivering training/development programmes. Strong administration and organisational skills Good knowledge of Word, Excel, PowerPoint, (training will be available) Desirable French, Hindi or Arbic language language Knowledge of Sharepoint
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH570)

Sales Support Analyst - Croydon, Surrey - Ref: MH569
Salary:	£22,000 + bonus
Hours:	35 hour week shifts including some nights
Job Description:	To ensure the smooth running and administration of Reports and Analysis for client accounts assigned to the Sales Support Analyst, under the guidance of the appropriate Account Manager and direction of the Sales Support Team Leader. To maintain the quality and accuracy of all material and information provided to clients and Account Managers in fulfilling the above function. To ensure that all areas of routine sales administration are fully up to date, through co-ordination and close co-operation with the relevant member of the Motor, Warranty and Travel Sales Team To ensure the implementation and maintenance of laid down business administration procedures, through liaison with the Marketing, Finance and Operations departments as appropriate To be a second line contact for clients in the absence of the Account Manager, responding to client queries and resolving issues wherever possible To provide daily, weekly, monthly and quarterly statistical reports, (as agreed with the client), profitability reviews, and general information for both internal and external customers Maintain a Reporting Schedule, along with written procedures of the reports, including information on the following on Sharepoint on the Intranet: Instructions on how to run reports List of Data sources, Calculations, Assumptions, Frequency Report distribution and schedule To manage the implementation of new and maintenance of existing schemes on all relevant systems, where assigned to the Sales Support Analyst by the Sales Support Team Leader. To maintain up to date records including all relevant information, key contacts and contract details for those clients and schemes that are assigned to the Sales Support Analyst To establish and maintain an effective working relationship with all other departments
Skills Required:	Evidence of experience within the following areas: Previous experience of statistical analysis Good commercial awareness with a 'customer service' mindset Strongly numerate, able to interpret data and draw conclusions from information supplied Present the data in the appropriate format and provide an explanation of the report or analysis provided Strong administration and organisational skills Excellent telephone manner Intermediate/Advanced Excel skills Intermediate/Advanced Access Skills Crystal Reports People management skills Ability to mentor and cross train team members Excellent communication and interpersonal skills. Confident and assertive Must be proactive and look at ways of business process re-engineering, either by automation or by reducing steps in the process and at the same time improving quality and efficiencies. Ability to think outside the "box"Flexible and adaptable to changing situations. Able to work under pressure to meet deadlines Mature approach to work duties.
Qualifications:	Good standard of education essential. Thorough and accurate numerical skills
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH569)

Insurance Sales Adviser - West Wickam, Kent - Ref: MH568
Salary:	OTE £25,000
Hours:	Monday - Friday 9.00am - 5.30pm. (no shift working)
Job Description:	Working for an expanding Insurance group in West Wickham handling incoming calls from customers requiring quotations on Motor and Home Insurance and other related products. Providing quotations over the phone, dealing with queries and setting up new policies.
Skills Required:	Candidates should be energetic, reliable and have excellent communication skills. A background in policy sales would be an advantage, working towards targets and deadlines.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH568)

Executive Assistant and Telemarketing Supervisor - Orpington, Kent - Ref: MH567
Salary:	£30,000 +
Hours:	Monday - Friday 8.30am - 5.00pm
Job Description:	This will be a varied and busy role for a well established organisation in the Orpington area. Reporting directly to the Managing Partner and Sales Manager, you will be responsible for two main areas of work/business: Executive Assistance Assisting with email management and fielding telephone call Preparing management reports, typing and producing letters and documents Communicating with other colleagues on behalf of the Partner Analysing information and daily task sheets Managing agendas and taking minutes in sales meetings Manage and update company CRM database Follow through actioned items ensuring deadlines are met Development of job descriptions, planning and research To monitor customer surveys and feedback as well as investigation into complaints Make suggestions for further improvement and best practice Supporting the Management team with new and ongoing projects Business Development Working with colleagues to ensure that staff are carrying out telemarketing duties as required Help to set individual sales and overall targets for internal telemarketing and for lead generation To motivate and mentor the sales support team on a daily basis Assist with the sales strategy and market opportunities To promote new products and promotions Preparation of sales and marketing reports and analytical interpretation To identify business opportunities, carry out telemarketing duties and attend some client visits Manage and organise all marketing literature and e-shots ensuring that details are sent and followed up on Review previous telemarketing campaigns and assist with the design and implementation of sales speech Managing the CRM database ensuring all colleagues are fully trained on the software in order for them to carry out their jobs successfully Working in line with your own given targets and deadlines
Skills Required:	Excellent communication skills both verbally and written Candidates MUST have a sales management / business development background Experience of coaching and monitoring colleagues in the workplace Experience gained at Executive Assistant level or Senior PA Good analytical and reporting skills with the ability to interpret data and make recommendations The ability to use MS Office is important Strong organisational skills with the ability to meet business deadlines Able to produce a high quality of work
Qualifications:	Ideally educated to A level or degree standard. A high level of numeracy and literacy is essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH567)

Warranty Pricing Administrator - Croydon, Surrey - Ref: MH562
Salary:	£45,000 p.a. + £5,000 bonus
Hours:	Monday to Friday 09:00 to 17:00 (a flexible approach will be required at times in order to meet client or internal deadlines)
Job Description:	Main duties: Fulfilment of pricing as required by the Business in accordance with the Company's underwriting guidelines. To maintain accurate records of all quotations provided including any proof of authorisation and any changes made to the final quotation from the original price proposal. To monitor on a regular basis the ongoing performance of business and to provide reports to the Finance department and Sales Team as required. To ensure accurate and timely new business and renewal quotations in conjunction with the appropriate Business Development Manager. To provide presentations to the Risk Committee for business above the underwriting authority level. To propose improvements in products to enhance profitability, policy wording and tax structures. To have knowledge of the practical application of any regulatory and/or legislative issues applicable to the Warranty business. To sign off all policy documentation relative to Warranty services in conjunction with the Company's Compliance manager. To contribute on any development of new products or line of products. To support the business development teams as and when required which may also include attending client meetings.
Skills Required:	Minimum 3 years previous underwriting and pricing experience (preferably gained within a warranty environment).
Qualifications:	A level Mathematics and English or equivalent depending upon experience.
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH562)

Marketing Executive - Ref: MH560
Salary:	£25,000 - £25,500 p.a. + £2,500 performance bonus
Hours:	Monday to Friday 09:00 to 17:00 (A flexible approach will be required at times in order to meet Client or Internal Deadlines)
Job Description:	To assist with the management, development and production of all literature and documentation relating to the products provided by the company, including policy wording, working with the account management and new business teams ensuring this process is cost effective and within strict time frames. Duties: To ensure all literature meets with current compliance regulations, and monitor/maintain relevant levels of stock Fulfilment of all policy documents and marketing literature as required. Support the Automotive Division Business Development Managers (BDMs)'s in the preparation of a range of Sales and Marketing materials including drafting of policy booklets, direct mail pieces, dealer Point of Sale and any documentation relating to the obligations for policy sales as required by the regulator. Liaise with Marketing on the design, print and ordering of branded stationary and print supplies for motor client schemes. Set up new direct mailing campaigns, liaising with all relevant departments - Operations, Marketing team, IT, Sales Support, Motor Sales. Manage and maintain on-going communication with these departments, ensuring best working relationships are maintained. Undertake minor amendments to literature wording on the Quotation system. Maintain an up to date library of all policy literature and policy related documentation though robust version control as required by the regulator Ensure that all policy documentation follows sign-off processes and procedures are adhered to at all times in accordance with FSA guidelines. Liaise with budget holders to ensure that costs are kept to a minimum Produce and prepare reports, statistics and documentation as required; for example weekly Status Reports, Monthly Reports and others as may be requested. If required, support the Corporate and Travel Department BDM's in the preparation of a range of Sales and Marketing materials including drafting of policy booklets, direct mail pieces, dealer P.o.S and any documentation relating to the obligations for policy sales as required by the regulator.
Skills Required:	A proven track record of working within a Marketing role, which focuses heavily on proof reading and production of documentation ensuring that all literature is correct and meets all obligations and FSA requirements. Strong IT skills with the ability to use Apple Mac with advanced Word / Excel / PowerPoint
Qualifications:	A relevant marketing qualification or degree
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH560)

Senior Customer Service Manager - Croydon, Surrey - Ref: MH555
Salary:	£32,000 p.a. plus fantastic benefits and the opportunity to earn bonus!
Hours:	Are generally Monday to Friday 9.00am - 5.00pm. Although you will be required to work 11.00am - 7.00pm 1 day per week. There will also be the requirement to work 1 Saturday in 4 with a day off in the week.
Job Description:	We are looking to recruit a Senior Customer Service Manager with experience of working for blue chip organisations to manage a professional customer service team as well as manage client relationships and be responsible for day to day operational issues. This will also include Quality / Training / Appraisals / Health & Safety. Overall responsibility for a team of 20 customer service advisers and 2 team managers. You will be responsible for the following: Management of the Department Objective - To assume responsibility for all operational issues within the department and to provide management support to any of the Motor Operations departments when required. To achieve the KPI's for each department. Performance Management Objective - To highlight and manage positive and negative performance issues at all levels within the department. To achieve the qualitative and quantitative KPIs. Communication Objective - To ensure there is effective two-way written and verbal communication. Quality Focus Objective - Create and facilitate an environment focused on providing a cost efficient service that meets and exceeds the expectations of our customers and clients. Coaching and Development Objective - To achieve and maintain a clear focus on the continuous development and support of all members of the department. Planning and Budget Control Objective - To plan and prepare resource to ensure sufficient coverage to deliver the required service levels in line with the department budget. Complaint Management Objective - To respond to escalated cases and to proactively manage potential issues before they become serious complaints. Client Liaison Objective - To ensure a close working relationship is maintained with internal and external Clients. Reporting/Projects Objective - To ensure the accurate and timely completion of reports, statistical information and projects.
Skills Required:	Previous experience of managing customer service teams for corporate organisations Performance management, appraisals, reviewing and setting targets, one 2 ones, team meetings, coaching and mentoring, personal development plans, disciplinary experience, budget setting, recruitment and selection. A good working knowledge of MS Word and MS Excel with management reporting skills. Budget setting and cost analysis. To be well presented with excellent communication skills and have the ability to deal with people at all levels.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH555)

Senior Customer Service Advisers with languages - Croydon, Surrey - Ref: MH554
Salary:	Up to £24,000
Hours:	Hours of work are based on a shift pattern between the hours of 08:00 and 17:00 Monday to Friday. There will be the possibility of Saturday morning working in the future
Job Description:	Overview: An exciting opportunity has arisen for 3 Customer Service specialists to join a brand new team who will be responsible for providing a high level of service to customers and contacts on an international basis regarding the company's products and services. The role: Duties will include in-bound and out-bound call handling, resolving queries and complaints. Processing sales leads as part of a small team within a major organisation in Croydon. Other duties will involve updating company data and creating management reports whilst meeting business targets and deadlines.
Skills Required:	Candidates MUST be fluent in English as well as the ability to speak 2 of the following languages fluently i.e. French / German / Spanish / Italian. PLEASE NOTE: WE ARE LOOKING FOR COMPLETE FLUENCY IN 3 LANGUAGES. CANDIDATES WITHOUT 3 OF THE ABOVE LANGUAGES WILL NOT BE CONSIDERED. A full driving license is desirable.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH554)

Telemarketing Assistant - Orpington, Kent - Ref: MH553
Salary:	£14,000 + commission
Hours:	Hours of work are Monday to Friday 9.00am - 5.00pm
Job Description:	We are looking to recruit an experienced telesales professional to join a growing financial organisation in the Orpington area. You will be making out-bound calls to prospective customers for the purpose of providing information on products and services and arranging appointments. You will be working from a database as well as following up all sales leads.
Skills Required:	Suitable candidates will have previous out-bound sales experience along with the drive and enthusiasm to succeed. The ability to work as part of a team is also important.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH553)

Technical Sales Consultant - Biggin Hill, Kent - Ref: MH551
Salary:	Up to £35,000. Benefits: Extensive and ongoing product training, Company Car, Phone, Pension, 20 days holiday & Bank Holidays
Hours:	Are based on a full-time working week from Monday - Friday
Job Description:	Working for a leading Engineering company at their UK Head Office, we are looking to recruit an experienced Sales Consultant to assist with the development and generation of new business within the commercial, industrial and private sector industries. The role: Will involve developing and managing sales leads Managing your own diary and appointment making Carrying out sales visits to prospects clients within the UK Gathering information and producing quotations Assist in the hand over of new business to the installations teams Working in line with sales targets and company objectives
Skills Required:	Skills Suitable candidates will have a technical sales background Ideally educated to degree level (Engineering/Marketing/Sales) The ability to generate new leads and close business Self motivated and enthusiastic The ability to work as part of a team Full UK Driving Licence Candidates must be prepared travel throughout the UK as well as occasional overnight stays<
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH551)

Customer Service Advisers (with languages) - Croydon, Surrey - Ref: MH548
Salary:	£22,000 - 24,000 p.a. + £2,000 bonus + excellent benefits + £40 extra per night shift
Hours:	Hours of work are based on a shift pattern between the hours of 08:00 and 17:00 Monday to Friday. There will be the possibility of Saturday morning working in the future.
Job Description:	An exciting opportunity has arisen for 3 Customer Service specialists to join a brand new team who will be responsible for providing a high level of service to customers and contacts on an international basis regarding the company's products and services. The role: Duties will include in-bound and out-bound call handling, resolving queries and complaints. Processing sales leads as part of a small team within a major organisation in Croydon. Other duties will involve updating company data and creating management reports whilst meeting business targets and deadlines.
Skills Required:	Candidates MUST be fluent in English as well as the ability to speak 2 of the following languages fluently i.e. French / German / Spanish / Italian. PLEASE NOTE: WE ARE LOOKING FOR COMPLETE FLUENCY IN 3 LANGUAGES. CANDIDATES WITHOUT 3 OF THE ABOVE LANGUAGES WILL NOT BE CONSIDERED. A full driving licence is desirable.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH548)

Quality Standards Executive - Croydon, Surrey - Ref: MH528
Salary:	Up to £20,000
Hours:	Thirty five hours per week, Monday to Friday 09.00 - 17.00. These hours may vary in line with business needs
Job Description:	Objective of the role: To deliver the highest level of customer service whilst effectively investigating and resolving quality issues in a timely manner and in line with company standards Main duties: To ensure that relevant information is collated for all issues allocated to enable a complete investigation To manage the investigation and resolution of issues that cannot be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing To effectively analyse information to ensure accurate decisions are reached To manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System To accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant To liaise with external clients, suppliers and end users to agree the resolution of issues and, where required, the appropriate redress To escalate issues, where appropriate, to the Quality Standards Team Manager with recommendations of action to be taken To liaise with Regional, Operational and Technical Managers to monitor and control the resolution of quality issues passed to them To utilise available information and business guidelines to assist in an accurate and appropriate decision making process To communicate effectively with colleagues, sharing information and knowledge, to facilitate best practice and effective working relationships To respond to all complaints efficiently and professionally in accordance with the companies SLA's, and FSA regulation where applicable, ensuring our customers are treated fairly at all times To maintain accurate and up to date records on the Respond system To prioritise cases according to urgency, risk and cost To investigate and respond to issues on behalf of the CEO or MD, as required To liaise with the Financial Ombudsman Service, as required, in the event that we dispute their findings or further information is required by them To comply with company/departmental deadlines and targets To assist with the duties of the Quality Standards Executives where required To carry out any additional duties / ad hoc projects as requested by the Quality Standards Manager/Team Manager
Skills Required:	Suitable candidates will have a QS or Complaint Handling background and be able to demonstrate excellent problem solving skills. Previous experience of dealing with customers over the phone and in writing is essential. Excellent communications skills, good letter writing ability and a high level of attention to detail is important. The ability to work as part of a team whilst using own initiative.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH528)

Senior Credit Controller - Croydon, Surrey - Ref: MH535
Salary:	Up to £25,000 p.a. + 1K annual bonus
Hours:	Monday to Friday - 9.00am - 5.00pm (subject to workload)
Job Description:	Objective of the role: To be responsible for the credit control of all overdue debtor balances, with the aim reducing company debtor days in line with agreed targets. To support Accounts Receivable function in completing other debtor analysis and reconciliation. Job description: Manage a portfolio of accounts which consist of Motor Manufacturers, Dealerships, and Intercompany accounts Post medical re-bill to the sales ledger Chase overdue debt by phone, email and letter Liaise with BDM's, account managers and other departments to resolve queries Compile and send statements to Intercompany accounts each month Keep up to date computerised chase notes for each account and manage diary dates Report intercompany balances which involves reconciliations in line with group policies Notify Team Leaders of potential bad debts and assist with the preparation of the write off provision Report ongoing disputes/issues to Team Leaders with suggestions of resolution Work with Team Leaders to continuously improve processes Account Reconciliations as required, includes debtor analysis, client reconciliation and detailed cash received reporting Sales invoicing support or ownership for non UK regions as and when required Ad hoc Sales Ledger and Credit Control duties to support the team
Skills Required:	Candidates must have a solid background in Credit Control Excellent communication and negotiation skills Strong attention to detail with a high level of accuracy Experience of working with Agresso would be an advantage
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH535)

E-Learning Administrator - Croydon, Surrey - Ref: MH534
Salary:	£18,000 - 20,000 p.a. (permanent)
Hours:	Monday to Friday - 9.00am - 5.00pm
Job Description:	Duties include: Maintain all processes regarding eLearning Generate MI reports as and when required by Compliance or branch/client Ensure the system is fully maintained and remains functional by responding to all requests within 24hrs incl passwords, user id's, transfers, new user requests and deactivating leavers To assist in amending, creating and designing course modules using Lectora Software Ensure testing to completed before any new material is communicated out To build effective working relationships as single point of accountability with internal and external stakeholders Works with the PPDM in the design, implementation and improvement of internal learning programs Maintaining a programme of structured eLearning solutions tailored to meet department and client needs Ensuring all training is recorded appropriately and be able to produce detailed management reports Provide a weekly report to C&T on activity on eLearning including number of emails, phone calls and requests
Skills Required:	Intermediate to Advanced Word, Excel and Power Ideally experience of using Sharepoint or Lectora Software Preferable experience of creating and designing eLearning solutions Strong administration and organisational skills Excellent communication skills both verbally and written The ability to work as part of a team using own initiative A high level of attention to detail and accuracy
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH534)

Account Handler Motor Trade - Croydon, Surrey - Ref: MH531
Salary:	£18,000 - £25,000 p.a. Good benefits and ongoing product training
Hours:	Monday to Friday 9.00am - 5.30pm + 2 Saturday's a month from 10.00am - 2.00pm
Job Description:	Working for a prestigious brokers in Croydon, you will be responsible for servicing and developing the motor trade insurance business, ensuring the high level of service at all times. Responsibilities: To manage your own portfolio of clients and develop new business lines where possible To maintain regular contact with all key accounts in orders to offer the highest level of service To offer product advice and assistance ensuring that product knowledge is kept up to date Negotiate the best rates with underwriters and deal with the renewal business and mid-term adjustments
Skills Required:	To have previous account management and account development experience within the Motor Trade Insurance business Excellent communication and negotiation skills Business minded and good commercial awareness The ability to work in line with targets and deadlines
Qualifications:	Good standard of education
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH531)

Motor Trade Claims Handler - Croydon, Surrey - Ref: MH530
Salary:	£18,000 - £25,000 p.a. Benefits include 20 days annual leave, paid bank holidays, personal accident cover and on going training.
Hours:	Monday to Friday 9.00am - 5.30pm + 2 Saturday's a month from 10.00am - 2.00pm
Job Description:	To provide a professional, technical and efficient Motor Trade claims handling service end to end, ensuring a high quality of service whilst meeting business targets and objectives.
Skills Required:	Suitable candidates will have: Previous motor trade claims handling experience The ability to deal with customers in a professional manner using tact and diplomacy To assess claims in line with policy terms and conditions, adhering to company procedure Ensure that relevant data is collected and evidence gathered To carry out any necessary administration and paperwork as required To authorise claim and to inform clients of denial of claim To meet required targets and deadlines in a proactive manner A good understanding of the claims process
Qualifications:	Good standard of education
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH530)

Quality Standards Team Manager - Croydon, Surrey - Ref: MH529
Salary:	£26,000 to £28,000
Hours:	Thirty-five hours per week, Monday to Friday 9.00am - 5.00pm. Due to the nature of this position, hours may vary in line with business requirements and flexibility is required
Job Description:	To provide support to the Quality Standards Manager by ensuring that service standards are achieved and complaints are handled in a timely and effective manner. Main duties: Team Management and development To manage the performance of the team to ensure that the required operational results, KPI's and qualitative standards of output are achieved To carry out monthly one to ones, team meetings and annual appraisals To support and coach the team by reviewing performance and providing appropriate feedback To ensure that all staff are fully trained to carry out their roles and to conduct regular TNA's and ensure development plans are in place To carry out monthly call handling and letter writing audits To maintain accurate holiday, sickness absence and payroll records for the team Planning and Organisation To ensure that all relevant paperwork and evidence is collated to enable a complete investigation of issues To escalate issues, where appropriate, to the Quality Standards Manager with recommendations of action to be taken To liaise with Regional, Operational and Technical Managers to monitor and control the resolution of quality issues passed to them Activity To accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant To effectively analyse information to ensure accurate decisions are reached To liaise and negotiate with external clients, suppliers and end users to agree a resolution and appropriate redress To resolve complaints in an impartial and diplomatic way by telephone and letter To provide an escalation point for high profile (MD) and urgent cases To carry out any additional duties / ad hoc projects as requested by the Quality Standards Manager You will be responsible for the following: Health & Safety To ensure that your work area is kept safe and tidy at all times To abide by the Health & Safety Work Act 1974 To notify your supervisor/Manager of any Health & Safety issues which may cause harm to fellow employees Training To advise your manager of any areas of work which you feel require additional training Be available for training on new schemes/policy changes and skills as required Quality Management System To work as a member of a team within the quality system and follow all documented quality procedures and instructions Key Performance Areas To work towards achieving 100% on all Key Performance Area targets set for the department Appraisals To actively participate in and contribute towards individual six monthly appraisals, monthly team meetings and monthly one-to-one assessment sessions Regulatory To work within and be compliant at all times with all relevant regulations and legislation applicable to the role
Skills Required:	Self motivated and enthusiastic Confident & thorough Good interpersonal skills Quick thinking Committed to the ethos of service excellence Communication Problem solving Influencing / negotiation skills Attention to detail Challenging Team work / working with others Brand & business awareness Sound experience of handling inbound / outbound calls within a Blue Chip customer service / contact centre
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH529)

Quality Standards Executive (Customer Service) - Croydon, Surrey - Ref: MH528
Salary:	£20,000
Hours:	Thirty-five hours per week, Monday to Friday 9.00am - 5.00pm. These hours may vary in line with business needs
Job Description:	To deliver the highest level of customer service whilst effectively investigating and resolving quality issues in a timely manner and in line with company standards. Main duties: To ensure that relevant information is collated for all issues allocated to enable a complete investigation To manage the investigation and resolution of issues that cannot be resolved within 5 days, in a timely, impartial and diplomatic way by telephone and in writing To effectively analyse information to ensure accurate decisions are reached To manage the timely resolution and effective management of issues by use of Respond Tasks and the Respond Diary System To accurately assess the severity of issues and decide on the most appropriate level of goodwill where relevant To liaise with external clients, suppliers and end users to agree the resolution of issues and, where required, the appropriate redress To escalate issues, where appropriate, to the Quality Standards Team Manager with recommendations of action to be taken To liaise with Regional, Operational and Technical Managers to monitor and control the resolution of quality issues passed to them To utilise available information and business guidelines to assist in an accurate and appropriate decision making process To communicate effectively with colleagues, sharing information and knowledge, to facilitate best practice and effective working relationships To respond to all complaints efficiently and professionally in accordance with the companies SLA's, and FSA regulation where applicable, ensuring our customers are treated fairly at all times To maintain accurate and up to date records on the Respond system To prioritise cases according to urgency, risk and cost To investigate and respond to issues on behalf of the CEO or MD, as required. To liaise with the Financial Ombudsman Service, as required, in the event that we dispute their findings or further information is required by them. To comply with company/departmental deadlines and targets To assist with the duties of the Quality Standards Executives where required To carry out any additional duties / ad hoc projects as requested by the Quality Standards Manager/Team Manager
Skills Required:	Suitable candidates will have a QS or Complaint Handling background and be able to demonstrate excellent problem solving skills Previous experience of dealing with customers over the phone and in writing is essential Excellent communications skills, good letter writing ability and a high level of attention to detail is important The ability to work as part of a team whilst using own initiative
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH528)

Resource Administrator - Croydon, Surrey - Ref: MH527
Salary:	Up to £20,000
Hours:	Monday to Friday - 9.00am to 5.00pm
Job Description:	To provide high quality resource administrative support service to the HR Department, Managers and Employees, ensuring that the post recruitment process runs smoothly and meets company and Departmental objectives. Main Duties: Contract Administration Ensure that all Employees are promptly issued with the appropriate terms and conditions of employment and contractual documentation in line with legislation and company standards Complete all relevant tasks associated with new Employees ensuring that completed contractual documentation is processed appropriately, including immigration documents - passport / work permit checks and any other ad hoc requirement Produce Employee letters which result from changes to Employee data using the HR Administration System Provide advice to Managers and Employees with regard to the employment contract and terms and conditions of employment Escalate Employee contractual issues to the HR Team or Line Manager as appropriate Ensure that all contractual documents are returned by Employees to ensure that they are in time for the payroll cut off and to chase relevant Managers for any outstanding information / documentation from their staff Employee Screening Co-ordinate and monitor the personnel screening of all new Employees, advising HR of any issues as they arise Liaise with the HR Consultant to inform Managers of any failed screening within their department and to advise on the appropriate action required Provide advice to Employees and Managers with regards all aspects of Employee screening Provide monthly reports to Managers on the current status of screening in their departments Meet with the screening company to discuss current processes Other To set up employee files for new employees in line with the current HR starter process Work with the HR Team to monitor the terms and conditions of employment issued by the Company - ensure that they are in line with changes to employment legislation Research current employment law to keep the HR Team up to date on any relevant issues Work with the HR Team to monitor employment legislation in relation to employment contracts - ensuring that the changes to legislation are communicated to the Company and HR Management Provide the Recruitment Team with a monthly leavers report to enable agency rebates to be requested General To work as a member of a team, delivering the highest quality service at all times To complete all appropriate administration not mentioned above as required by the role To produce ad hoc letters, reports and provide statistical data as requested by your line Manager
Skills Required:	Suitable candidates will come from an HR or Employee Screening background and have excellent communication skills both written and spoken
Qualifications:	A high level of attention to detail and accuracy is essential along with a good level of numeracy and literacy
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH527)

Operations Representative - EMEA Payment Services - Bromley, Kent - Ref: MH523
Salary:	Negotiable
Hours:	Monday to Friday
Job Description:	To process the day-to-day work flow for the desk providing services to internal business partners, Partner Banks and European branches. Responsibilities: Processing incoming and outgoing client payment instructions across 8 European branches & 12 Virtual branches, ensuring deadlines are strictly adhered to Maintain a high level of accuracy when processing and/or verifying payments via the local clearings Handling customer enquiries and resolving issues using own initiative and knowledge Liaising with Client Services both in Bromley and the local European branches and other internal business partners on a daily basis Maintain and improve quality service and products through initiating and implementing new initiatives to drive the department forward Building strong relationships with business partners across LOB's
Skills Required:	Essential: An understanding of the Payments business and SWIFT essential GBS (Global Banking System) knowledge desirable An understanding of the European ACH clearings would be beneficial Strong written and verbal communication skills Keyboard skills required Good team player, enthusiastic, adaptable and committed Ability to prioritise, use own initiative and be flexible Proactive approach to problem resolution Ability to work under pressure, meet deadlines, navigate change and prioritise daily An understanding of the Cash management business Individual should have typically two years experience of Payment Processing within Europe Preferred: Understanding of Network and European clearings Knowledge of Global Banking Systems system Knowledge of Excel, Word, Outlook an advantage
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH523)

Senior Travel Claims Manager - Croydon, Surrey - Ref: MH522
Salary:	£40,000 to £55,000
Hours:	Thirty-five hours per week. However, due to the nature of this role hours may vary in line with the needs of the business.
Job Description:	To provide team leadership within a working environment that is driven by a commitment to achieving performance targets in terms of service quality, efficiency and claims leakage To manage the relationship with clients and suppliers in accordance with business goals To pro-actively manage the department and deliver continuous performance improvements in all areas Work closely with the Head of Travel Operations in the delivery and implementation of of the group best practices and be responsible for monitoring the ongoing performance of the Claims function against set service criteria. This will include on-going measurement of results against business objectives and improvement targets. Duties will involve: Management of Department Work closely with the Claims Service Delivery Manager to manage the performance of the department by pro-active resource planning and the ongoing review of operational procedures. To ensure department objectives and key indicator service standards including claims leakage targets are achieved. To lead and organise the team and maintain the morale, drive and commitment of staff Quality To ensure, through monitoring, audit and the consistent use of the performance management framework (PMF), that the quality of service delivered is of the standard required by the Company. To ensure that customer issues are resolved in a proactive and Client focused manner in the best interests of all parties Planning To develop and implement strategies and procedures that will allow the department to increase productivity and efficiency and adapt to changing business needs. To plan activities to achieve department goals. To monitor business volumes, forecasting and planning staffing resources to match fluctuating business through input. Team Management Handle high value technical claims enquiries from the team Ensure that individual & team leakage targets are achieved Ensure that monthly one-to-ones are carried out with all team members highlighting and improve areas of individual weakness during the sessions, through coaching, training and target setting Ensure that all negative performance issues are fully documented and are followed up within the timescales agreed during review and one-to-one meeting Conduct counselling and disciplinary meetings when appropriate in line with company procedures Maintain accurate personnel records for absence, holiday and payroll Training and Development To organise and facilitate the training of the team to ensure that staff develop the skills and experience to enable both individuals and the department as a whole to grow with the business. To assess and monitor staff competency and ensure training is provided to maximise team flexibility Budgetary Control To assist the Head of Travel Operations with the planning of the budget and to ensure that expenditure is within budget parameters. To identify opportunities to reduce cost and optimise revenues Performance Evaluation and Monitoring To pro-actively monitor the performance of individuals and the team as a whole. To provide regular feedback and ensure that productivity is maximised and service quality standards are achieved. To ensure appraisals are conducted in accordance with guidelines and carried out on time Personnel Issues To maintain accurate personnel records for sickness, holidays and payroll. To conduct counselling/disciplinary meetings when appropriate and in line with company procedures Client Liaison To develop and maintain relationships with appropriate personnel within the client organisation. To participate when required in client meetings and to represent the department to the client
Skills Required:
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH522)

PA / Secretary - Croydon, Surrey - Ref: MH521
Salary:	£25,000 to £27,000
Hours:	Monday to Friday
Job Description:	We are looking to recruit an experience PA to Director level to provide a comprehensive PA and Secretarial support role to a Director and a Sales team. Duties will involve: Audio and copy typing, presentation, reports and emails Arranging meetings, diary management and minutes Managing departmental absences, sick leave, arranging 1-2-1's and appraisals Liaising with internal and external contacts by phone, email and letter Working with budgets and preparing figures
Skills Required:	Candidates will be experience PA's and will have fast accurate audio and copy tying speeds, advanced MS Office, shorthand would be an advantage. The ability to multi-task and manage a busy workload is essential.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH521)

Sales Executive - West Wickham, Kent - Ref: MH520
Salary:	£17,000 OTE £25,000
Hours:	Monday to Friday 9.00am - 5.30pm. (No shift working / no weekends)
Job Description:	Working for a prestigious expanding Insurance group, we are looking to recruit ambitious candidates who want to increase their basic salaries by having the opportunity to earn commission. Based in a call centre you will be speaking to customers and carrying out quotations for motor and home insurance. There is no cold calling involved as you will be receiving in-bound calls and following up sales enquires.
Skills Required:	Suitable candidates will have previous telesales experience preferably within insurance, although consideration will be given to candidates working in different industries.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH520)

Sales & Customer Service Co-ordinator - Croydon, Surrey - Ref: MH486
Salary:	Up to £18,000 p.a.
Hours:	Monday to Friday between the hours of 8.00am and 8.00pm on a shift pattern e.g. 8.00am - 4.00pm / 12.00pm - 8.00pm. The role will also include some Saturday mornings.
Job Description:	We are looking to recruit 2 Sales & Customer Service Advisers to work for a professional organisation in central Croydon on full-time permanent basis. The role: Handling in-bound and out-bound telephone enquiries from customers requiring information about the products and services Dealing with queries and handling any complaints in a professional manner To provide a professional policy sales and an administration service reflecting client values and the brand Updating customer records and dealing with incoming and outgoing correspondence Working in line with FSA regulations and company standards To carry out general administration duties including data input dealing with emails
Skills Required:	An excellent telephone manner with good communication skills Good negotiation and influencing skills Previous experience of dealing with customers in a sales environment The ability to work under pressure in customer focused environment A good working knowledge of MS Word and MS Excel
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH486)

Travel Claims Handlers - Croydon, Surrey - Ref: MH485
Salary:	Up to £17,500
Hours:	Monday to Friday - Between the hours 8.00am - 8.00pm on a rota basis e.g. 8.00am - 4.00pm /or 12.00pm - 8.00pm (you will also be required to work the occasional Saturday morning). An hour for lunch daily.
Job Description:	We are looking to recruit a Travel Claims Handler for a growing insurance brokerage in the Croydon area on permanent full-time basis. The role: To communicate with customers and third parties both verbally (telephone) and in writing (letter, fax, email) in a clear, concise and professional way To assess new claims in accordance with policy terms and conditions Handle any necessary administration duties relating to claims, e.g. filing, photocopying, completion of worksheets Ensure that all relevant data is collated in a timely manner To authorise payment of claims up to a specified amount
Skills Required:	Suitable candidates will have a travel claims handling background Have excellent communication skills both verbally and written The ability to work towards policy and procedure Able to work as part of a team using own initiative
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH485)

Customer Service Adviser - West Wickham, Kent - Ref: MH478
Salary:	£14,000 - 16,000 p.a.
Hours:	Monday to Friday 8.45am - 5.15pm (no weekends or shift working)
Job Description:	We are looking to recruit for 2 Customer Service professionals to join an expanding corporate company in West Wickham. The role will involve handling in-bound calls from customers dealing with any queries that they may have. You will be providing information and advice to callers and updating their records accordingly. The company is situated close to a mainline train station. Opportunity to progress within the company.
Skills Required:	Suitable candidates will have previous experience of dealing with customers over the phone in a call centre or office environment. Excellent communication skills, along with good presentation and keyboard skills.
Qualifications:	A good level of numeracy and literacy is required
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH478)

French Speaking Customer Service Adviser - Croydon, Surrey - Ref: LS120
Salary:	Up to £18,000 p.a. + £1,200 shift allowance and benefits
Hours:	Shift pattern spread over 35 hours per week. Shifts will include 7.00am starts and 10.00pm finishes i.e. 7.00am - 3.00pm and 2.00pm - 10.00pm. This position will include working 3 night shift in a row with 3 complete days off every 4/5 weeks.
Job Description:	We are looking to recruit an individual with a proven track record of dealing with customers over the phone and in-depth problem solving. Working in a team environment you will be dealing with customers, suppliers and other contacts over the phone and via email. Dealing with queries and concerns of customers and giving advice. The role will also involve contact with French speaking countries on daily basis. This will be an excellent opportunity to use and develop your key skills working for a professional international organisation at their UK Head Office in Croydon.
Skills Required:	Previous Call Centre/Customer Service experience. Suitable candidates will be fluent in both English and French languages.
Qualifications:	Good standard of education essential
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: LS120)

Customer Service & Sales Consultants - West Wickham, Kent - Ref: MH419
Salary:	£16,000 - £17,000 PA
Hours:	Monday - Friday 9.00am - 5.15pm. No shifts or weekend working
Job Description:	We are looking to recruit Customer Service & Sales Consultants for a professional expanding company in West Wickham. The role involve liaison with customers (policy holders) over the phone who have already enquired about the companies range of insurance products. You will be following this up with the customer by providing insurance quotations on motor and household insurance as well selling breakdown cover. Other duties to include dealing with general queries and cross-selling products plus taking customer payments over the phone.
Skills Required:	Suitable candidates will be self-motivated, sales and target driven with an excellent telephone manner. Previous experience of working within sales / insurance would be a distinct advantage.
Qualifications:	Good standard of education
Apply:	Send CV and covering letter or submit your CV online (please include the job ref: MH419)