Customer Service Advisor

Policy Expert; Milton Keynes; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Career development and qualifications

Enhanced holiday and family packages

Social events throughout the year

Buy and Sell Holiday Scheme

Prayer room in office

Financial wellbeing support

Job summary

Policy Expert in Milton Keynes is hiring a customer-focused role focused on delivering unforgettable experiences. You will handle inbound calls, chats, and policy queries, guiding customers toward the right product while supporting the sales teams with upselling opportunities.

This non-commission based position offers a starting salary of £26,000 with hybrid work after probation and a strong emphasis on service quality and FCA-aligned practices.

Qualifications

• Inbound calls from customers relating to their insurance policies
• Upselling additional products to our customers
• Clear communication with diverse customers

Responsibilities

• Creating memorable experience: Meeting customer expectations; handle inbound calls and policy queries.
• Operational Excellence: drive efficiency and KPI targets; improve processes to deliver service.
• Resolving issues: manage and resolve customer complaints effectively.
• Foster Trust & Inclusion: contribute to an empathetic and open work culture.
• Knowledge Mastery: provide accurate, up-to-date information and ensure compliance.
• Handling Enquiries: manage chats, emails and letters; make outbound calls when required.

Skills

Customer service

Inbound calls

Upselling

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 Milton Keynes office. Hybrid available after successful probation pass.

• Career Development and professional qualifications
• Enhanced Holiday, Maternity and Paternity Packages
• Social events throughout the year and vibrant workplace atmosphere
• Buy and Sell Holiday Scheme
• Prayer room in office
• Financial Wellbeing Support through Bippit

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.

This is a non-commission based role, starting at £26,000.