At Quadra, professionalism, empathy, and solutions are at the heart of our Customer Care team. We recently sat down with Team Leader Jack Blackett to get an insight into how this translates into his day-to-day role and what working life here is like.
We’re sure it’s been a busy start to 2020 for yourself and the team, Jack. Care to take us through what your role entails, and how a typical week looks for someone with in the customer care team?
JB: On a daily basis, our team deals with a variety of claims cases, no matter the gravitas. The nature of Quadra means that customers look to us in their time of need. Usually they have gone through an incredibly upsetting set of circumstances where they have suffered sudden material, emotional and financial distress and these situations can often be traumatic.
So, I guess the way you interact with the customer is very important as ultimately you are the voice of reassurance. It must be very rewarding as well?
JB: Yes, absolutely. The industry itself has always been empathy driven. The fact you are helping people in a tough time is really rewarding and certainly puts you in a feel-good position.
The customers know that our team is solely dedicated to ensuring they are being looked after and so they tend to look forward to speaking to us – I’ve even had customers tell me that they’ll miss me once the claim is complete! But once that claim is complete it is so heart-warming to make that final call and hear how overjoyed the customers are to have everything back to normal again.
Being so empathetic must come with an element of training. Would you say for someone relatively new to the industry and looking for a role at Quadra, is there training in place for them to get up to speed to deal with these cases?
JB: There are certainly training opportunities for all those who join Quadra. In fact, a member of my team hadn’t previously worked in insurance, however they had the customer service skills we were looking for. Now they’re very up to date, following the training they received here. We offer many training opportunities for example CILA certification.
It’s an excellent opportunity to receive such an industry renowned qualification. Let’s move on to a little bit about how you work within the customer service team. How does your team operate in Quadra?
JB: The Customer Care team is at the very heart of our customers’ experience. We try our best to separate ourselves from the technical aspects of claims handling so that we can concentrate on making sure that the customer is getting the high level of service Quadra strive to achieve.
Cases that come to us are shared out so that we can ensure customers are contacted as efficiently as possible and so that we can build a rapport with customers, providing a more personal touch. This way, the customer feels more at ease with a familiar voice on the other end of the phone. Nevertheless, regardless of the situation, we just want to make sure that everything is done by the book and that the customer feels happy, looked after, and kept in the loop.
You must have a varied amount of cases, especially during flooding seasons? In terms of these events, within the customer service team, do you have subdivisions that would deal with each of these types of events?
JB: The teams are already divided into their specialist teams, to reflect the different lines we cover. Cases involving vulnerable customers or those which are particularly complex are ringfenced and are reviewed by myself in conjunction with the handling adjuster on a more regular basis.
Being put in charge of the Customer Care team is a huge honour. How did you work your way up into this position over the couple of years you have been at Quadra?
JB: I originally joined Quadra as a Case Handler and then moved to the technical team to deal with the more complex loss adjusting claims. Then, off the back of that, we decided to establish a dedicated customer services team which I was very happy to lead.
Of course, it must be important to work in a timely and efficient manner. Work aside, what about the social life at Quadra?
JB: We have social events fairly routinely, not just internally with our own staff but also those that we work with. As our roles are very phone and email based, you tend to know people from other companies, but we then hold the events to give us the opportunity to meet face to face. For example, I’ve met various clients, including their complaints handlers and case owners. They usually beat us at bowling!