Customer Care Agent

Neilson Financial Services Limited; Windsor; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Amazon vouchers

Love2Shop vouchers

Tech gadgets

Hybrid working

Job summary

Neilson Financial Services Limited in Windsor is recruiting Experienced Customer Service Agents to join our team. You will manage customer enquiries regarding policies, amendments, and claims, and handle inbound and outbound calls with a focus on retention and high service standards.

You will maintain accurate records, comply with regulatory standards, and participate in projects to improve customer service.

Qualifications

• Strong verbal communication skills.
• Experience handling both inbound and outbound calls.
• Detail oriented and solution focused with resilience.
• Willingness to learn and grow in a customer-facing role.
• Experience in customer service, insurance or related sectors is advantageous.

Responsibilities

• Managing customer enquiries regarding policies, amendments, and claims.
• Handling inbound and outbound calls to assist with queries and retain customers.
• Maintaining accurate client records and complying with regulatory standards.
• Providing empathetic, professional responses and resolving objections confidently.
• Administering claims and processing customer correspondence within set timescales.
• Supporting projects designed to improve customer service.
• Escalating complex issues appropriately while adhering to company procedures.

Skills

Verbal communication

Inbound/outbound calls

Problem solving

Detail oriented

Growth mindset

Willingness to learn

Customer service experience

Job description

Start Date: Monday, the 26th of October 2026

Base Salary: £30,000, with progression up to £45,000 (with tenure)

Location: Windsor

Hybrid: (after training)

Neilson: Protecting families. Supporting customers. Together.

Since 2012, Neilson has grown into an award-winning, international life insurance provider with offices across the UK, US, Canada, Ireland, Australia, and New Zealand.

Our vision: to make life insurance simple and accessible to everyone. That means delivering clear guidance, responding with care, and ensuring every customer feels confident in their decisions.

Every customer interaction matters. Every conversation counts.

What we’re looking for:

• Experienced Customer Service Agents with strong verbal communication skills
• Individuals confident in handling both inbound and outbound calls
• Creative problem-solvers who deliver high standards of service
• Detail-oriented and solution-focused with resilience and a positive attitude
• A growth mindset with a willingness to learn
• Previous experience in customer service, insurance, or related sectors is advantageous

What you’ll be doing:

• Managing customer enquiries regarding policies, amendments, and claims
• Handling inbound and outbound calls to assist with queries and retain customers
• Maintaining accurate client records and complying with regulatory standards
• Providing empathetic, professional responses and resolving objections confidently
• Administering claims and processing customer correspondence within set timescales
• Supporting projects designed to improve customer service
• Escalating complex issues appropriately while adhering to company procedures

Our values:

Customer Focused: "We earn our customers' loyalty by exceeding their expectations."
Results Driven: "We are passionate about results - through hard work, continuous improvement, and professionalism."
Team Spirited: "As individuals, we are good, but as a team, we are better."

What you get from us:

• Competitive salary with clear progression to £45,000
• Structured training and ongoing coaching from day one
• Incentives & rewards including Amazon & Love2Shop vouchers, tech gadgets, and more
• Hybrid working options based on performance and service length
• Life Assurance from day one
• Employee Assistance Programme for support in life's challenges
• Wellbeing benefits: flu vaccinations, cycle-to-work scheme, eye test & glasses vouchers
• Pension scheme, 23 days holiday plus bank holidays
• Career progression opportunities with clear pathways