Claims Customer Service Advisor

Tedaisy Insurance Group Limited; Salisbury; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading pet insurance provider in Salisbury seeks a Claims Customer Service Advisor to deliver outstanding support to customers. In this phone-based role, you'll resolve queries and assist with claims, ensuring every interaction is positive. The ideal candidate will have proven customer service experience, strong communication skills, and a problem-solving mindset. The company offers 23 days holiday, health benefits, and a competitive salary with bonuses, making it an excellent workplace for those valuing work-life balance.

Benefits

23 days holiday per year

Birthday off (paid)

Competitive salary with monthly bonus

Healthcare benefits

Qualifications

• Proven experience in customer service or sales environments.
• Acts with integrity and puts the customer’s best interests first.
• Strong problem-solving ability in real-time interactions.

Responsibilities

• Provide outstanding customer service across multiple channels.
• Communicate policy terms clearly and fairly.
• Log all customer interactions accurately.

Skills

Customer service experience

Strong communication skills

Problem-solving skills

Negotiation techniques

Attention to detail

Job description

Overview

Job Title: Claims Customer Service Advisor

Type of role: On-site

Work Hours: 35 hours per week

Work Pattern: Monday to Friday, shift patterns 09:00am – 05:00pm

Are you looking for a phone-based customer service role in the insurance industry that fits perfectly around the school run? Join our friendly team in Salisbury.

We offer great benefits, including £500 each year to spend on your own wellbeing and your birthday off paid. Come and be part of a supportive, family-friendly workplace where your work-life balance matters.

About Tedaisy

As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. We’re ambitious, we’re passionate and we’re brave - always looking for ways to grow, improve and be the best we can be!

Role Summary

You’ll be helping customers who have bought pet insurance, answering their questions and solving any problems they have. This is a 100% customer contact role — you’ll be speaking to them on the phone, replying by email and chatting via live chat. You’ll handle both new and existing customers, deal with claims and ad-hoc queries and make sure every interaction leaves them with a positive experience.

Responsibilities

• Provide outstanding customer service across multiple channels, including phone, live chat and email
• Build rapport with customers to foster long-term loyalty and satisfaction
• Communicate policy terms and conditions clearly and fairly to customers, ensuring informed decisions are made
• Respond promptly and professionally to all customer enquiries, providing accurate information about products and policies
• Proactively contact customers approaching policy renewal to discuss their options and reinforce the value of their cover
• Troubleshoot issues and guide customers through to resolutions, escalating complex matters when necessary
• Address customer concerns or objections with empathy and accuracy to encourage policy continuation
• Log all customer interactions accurately in the CRM system to ensure up-to-date records and compliance with GDPR
• Maintain up-to-date knowledge of company products, processes and policies to deliver effective support
• Achieve productivity and performance targets, including KPIs related to response time, resolution time and customer satisfaction
• Provide customer feedback to management to improve processes and customer satisfaction
• Adhere to all regulatory guidelines and internal policies, including those set by the Financial Conduct Authority (FCA)

Qualifications

• Proven experience in customer service (telephone and/or live chat) or sales environments
• Acts with integrity and puts the customer’s best interests at the heart of every interaction
• Good verbal and written communication skills, with strong attention to detail
• Strong problem-solving ability and critical thinking in real-time interactions
• Skilled in objection handling, negotiation and customer retention techniques
• A confident and professional manner when speaking with customers
• Able to manage multiple tasks and use various software platforms at once
• Self-motivated, target driven and ambitious with a desire to succeed
• Balances business goals with empathy and fairness; ensuring customers feel heard, respected and supported

What We Offer

• 23 days holiday per year (increasing with length of service)
• Your birthday off (paid)
• 4 x salary life assurance
• Company pension
• Healthcare including 24/7 GP advice & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary + monthly bonus (based on target earnings)
• Discretionary lunch provided to assist with cost of living