Our Story

Genistar is one of the fastest growing financial services companies in the UK. We are dedicated to educating families about their financial choices.

When we started the company in 2007, with the focus of serving others, we chose the name Genistar. ‘Gen’ came from the word Genesis for creation, and we chose the word ‘star’ to represent leadership. Real leadership is about serving others.

Genistar is a professional company regulated by the Financial Conduct Authority (FCA). We do not offer advice, but instead we offer education and guidance for individuals to make the right choices.

Visit: https://genistar.co.uk/what-we-do

The Role

This role will be responsible to ensure our clients at Genistar receive the best possible service and fastest results that we can deliver. You would coordinate with our insurance provider, the executive Vice Presidents (EVPs) and their office managers to work through the pipeline to ensure policies are moving through to completion. You will also be responsible to identify reasons for lapses or cancelled policies to track retention as well as surveying the customer experience.

Key Responsibilities

• Providing customer care and support to Genistar clients through outbound customer care calls to identify any service delivery improvements.

• Managing manual commissions

• Supporting the administration and creation of surveys to clients to ensure we meet the demands of our ‘treating customers fairly’ regulation, working closely with the Compliance Team to action report findings.

• Analysing statistics from surveys to determine the level of customer service the organisation is providing and identifying any trends from surveys to highlight training needs or compliance issues.

• Client customer service inbound calls and escalation of calls where necessary.

• Ensuring any complaints from clients are escalated to the Compliance Team for further investigation and monitoring.

• Providing first line support to our Genistar field leaders (EVPs and above).

• Monitoring incoming tickets on Freshdesk and ensuring tickets are resolved in a timely basis, and to a satisfactory standard. Queries can include but are not exhaustive of the following:

  1. Private Medical Insurance (PMI)

  2. Income Protection (IP)

  3. Vitality

  4. Premier

  5. General queries

• Responding to all requests within a timely manner with accurate solutions and signposting to information using our Freshdesk solutions library.

• Collaborating with the communications team to support the creation of training videos for new Genistar.Online releases.

• Create solutions articles that contain information on business protocols and Genistar.Online.

• Constantly reviewing and updating personal knowledge of the company and process improvements.

• Working closely as a team to ensure consistency with regards to quality and delivery service.

• Ensuring service level agreements are met on specific requirements.

• Updating the EVP and above register whilst ensuring confidentiality is always maintained.

• Debt management and clawback reporting.

• Provide and distribute weekly reports.

Qualifications & Experience

• Excellent customer service skills

• Proficient with the Microsoft Office (Word, PowerPoint, Excel, Outlook)

• Strong communication skills that allow you to explain things clearly to customers and work cooperatively with others.

• Excellent listening and problem-solving skills

• Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations

• Creative thinking, possess the ability to innovate and devise concepts to raise the bar for customer service excellence.

• Demonstrating coordinated time management and pre-emptive planning to optimise customer service outcomes.

• A dedication to continuously enhance your customer service abilities.

• Experience using a ticket management system such as Freshdesk or Zendesk (not essential)