Call Centre Agent

Policy Expert; Motherwell; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Career development

Enhanced holiday

Maternity/Paternity packages

Social events

Employee wellbeing

Buy and Sell Holiday

Life Assurance

Prayer room in office

Financial wellbeing

Job summary

Policy Expert in Motherwell is seeking a Customer Sales & Service Advisor to deliver great experiences across inbound calls, live chat, email and more. This cross-skilled role blends sales and service so you’ll handle policy queries, quotes, purchases and ongoing support for customers during their journey with Policy Expert.

You’ll develop product knowledge, meet KPIs and work with a diverse customer base. The role offers hybrid working after probation, opportunities to grow, and a supportive

Qualifications

• Handle inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
• Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
• Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
• Meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
• Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
• Communicate clearly, confidently and with empathy across a diverse range of customers and situations.
• Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
• Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice.
• Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
• Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.

Responsibilities

• Creating Memorable Experiences: Put the customer at the heart of every interaction. Handle a variety of inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
• Sales & Service: Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
• Handling Enquiries: Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
• Operational Excellence: Work efficiently and effectively to meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
• Resolving Issues: Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
• Communication: Communicate clearly, confidently and with empathy across a diverse range of customers and situations. Adapt your approach depending on whether you’re supporting a customer with a service query or having a sales conversation.
• Knowledge Mastery: Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
• Taking Care of the Details: Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice. Keep up to date with changes to products, processes and industry regulations.
• Foster Trust & Inclusion: Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
• Supporting the Wider Business: Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.

Job description

Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013.

We’re looking for passionate and self-driven people to join us as Customer Sales & Service Advisors. Curious minds who want to help customers, build their skills and create something bigger for themselves.

This is a cross-skilled role, combining both sales and customer service. You’ll support customers throughout their journey with Policy Expert, from their first enquiry and getting a quote, through to purchasing a policy and managing their ongoing needs. Whether you’re fresh into the working world or looking to pivot into a new path, we’ll meet you where you are.

What’s In It For You

This role will be based in our Motherwell office. Hybrid avaible after sucsessful probation pass.

Career Development and professional qualifications

Enhanced Holiday, Maternity and Paternity Packages

Social events throughout the year and vibrant workplace atmosphere

Employee Wellbeing Programme

Buy and Sell Holiday Scheme

Life Assurance x4 your salary

Prayer room in office

Financial Wellbeing Support through Bippit

Salary banding £25,000 - £26,000

The Role

As a Customer Sales & Service Advisor, you’ll play a key role in delivering great customer experiences while supporting the growth of our business.

You won’t be limited to either sales or service. Instead, you’ll develop the skills and confidence to do both.

One moment, you could be helping a customer with a policy query, supporting them through live chat or resolving an issue. The next, you could be discussing their insurance needs, identifying an opportunity and helping them find the right cover.You’ll handle a variety of customer interactions across phone, live chat, email and other communication channels, providing a high level of service while also recognising opportunities to support our customers with relevant products and services.It’s a role that combines customer service, sales, communication and problem-solving, giving you the opportunity to build a broad skill set and develop your career within Policy Expert.

Main Responsibilities

• Creating Memorable Experiences: Put the customer at the heart of every interaction. Handle a variety of inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
• Sales & Service: Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
• Handling Enquiries: Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
• Operational Excellence: Work efficiently and effectively to meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
• Resolving Issues:Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
• Communication:Communicate clearly, confidently and with empathy across a diverse range of customers and situations. Adapt your approach depending on whether you’re supporting a customer with a service query or having a sales conversation.
• Knowledge Mastery:Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
• Taking Care of the Details:Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice. Keep up to date with changes to products, processes and industry regulations.
• Foster Trust & Inclusion:Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
• Supporting the Wider Business:Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.

If you’re ready to take ownership of your career, grow your skills and become a truly cross-skilled sales and service professional, this could be the perfect next move for you.

We’re proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.