Cusomter Service Advisor

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

Benefits offered by this job

Hybrid after probation

Career development

Enhanced holiday leave

Social events

Wellbeing programme

Buy & Sell holiday

Life assurance

Prayer room

Financial wellbeing

Job summary

Policy Expert in Motherwell is seeking a customer-focused advisor to deliver outstanding service across calls, chats and emails. You will be the friendly voice, guiding customers through their policies, answering enquiries and identifying opportunities to tailor products to their needs.

This role emphasises teamwork, accuracy under FCA guidelines, and contributing to a welcoming, inclusive workplace with hybrid working after probation.

Responsibilities

• Creating memorable experience: Meeting the expectations of our customers. Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
• Operational Excellence: Ensure smooth daily operations, driving efficiency, adherence to KPI’s/call handling service levels, and continuously improving processes to deliver outstanding service.
• Resolving issues: effectively managing and resolving customer complaints.
• Foster Trust & Inclusion: Contribute to building a work culture rooted in empathy, honesty, and open communication, where every team member feels valued and empowered to contribute.
• Knowledge Mastery: Leverage your knowledge to deliver accurate, up-to-date information, ensuring compliance and operational standards are met.
• Handling Enquiries: Manage inbound calls from customers alongside live chat, emails and letters. Proactively make outbound calls to customers when required and efficiently process administrative tasks when required.
• Communication: Deliver clear communication that resonate with our diverse customers, fostering open dialogue.
• Taking care of the details: Ensure workloads are completed by required deadlines and meet quality standards in line with FCA guidelines and best practice. Keep up to date with products, processes and industry regulations while maintaining accurate existing information.
• Additional Duties may include: Supporting all areas of business, contacting customers and proactively managing inbound calls from customers with queries regarding their insurance policies from enquiry to purchase.

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 Policy Expert, curious minds who want to help customers and build something bigger for themselves. 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 sucscessful 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

In this role, you'll be at the forefront of creating unforgettable customer experiences, embodying the vibrant and professional spirit of Policy Expert. Every interaction is a chance to shine, ensuring that each customer feels valued and supported, whether they're seeking answers or updating their policies. You'll be the friendly voice that leaves a lasting impression, making every call a positive and memorable experience. Alongside answering enquiries, supporting customers through different chat and communication channels, and resolving issues, you’ll also help our sales teams by recognising opportunities, sharing relevant products or services, and confidently guiding customers towards the right solution

Main Responsibilities:

• Creating memorable experience: Meeting the expectations of our customers. Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
• Operational Excellence: Ensure smooth daily operations, driving efficiency, adherence to KPI’s/call handling service levels, and continuously improving processes to deliver outstanding service.
• Resolving issues: effectively managing and resolving customer complaints.
• Foster Trust & Inclusion: Contribute to building a work culture rooted in empathy, honesty, and open communication, where every team member feels valued and empowered to contribute.
• Knowledge Mastery: Leverage your knowledge to deliver accurate, up-to-date information, ensuring compliance and operational standards are met.
• Handling Enquiries: Manage inbound calls from customers alongside live chat, emails and letters. Proactively make outbound calls to customers when required and efficiently process administrative tasks when required.
• Communication: Deliver clear communication that resonate with our diverse customers, fostering open dialogue.
• Taking care of the details: Ensure workloads are completed by required deadlines and meet quality standards in line with FCA guidelines and best practice. Keep up to date with products, processes and industry regulations while maintaining accurate existing information.
• Additional Duties may include: Supporting all areas of business, contacting customers and proactively managing inbound calls from customers with queries regarding their insurance policies from enquiry to purchase.

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.