Customer Service Advisor

Policy Expert; Milton Keynes; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Hybrid after probation

Life Assurance x4 salary

Prayer room in office

Enhanced holiday

Job summary

Policy Expert is seeking a customer-focused individual to be the friendly voice for our customers in Milton Keynes. The role involves handling inbound calls, live chat, and emails, resolving policy questions, and guiding customers toward suitable products.

You’ll contribute to a memorable service experience while upholding FCA guidelines and quality standards. Based in our Milton Keynes office, the position offers hybrid working after a successful probation.

Qualifications

• Experience handling inbound calls and customer queries.
• Upselling and cross-selling skills.
• Familiarity with FCA guidelines and standards.
• Strong focus on delivering excellent customer service.

Responsibilities

• Handle inbound calls and customer enquiries about insurance policies from quotes and renewals.
• Assist via live chat and emails, resolving issues and providing accurate information.
• Identify upsell opportunities and guide customers to suitable products.
• Maintain KPI targets and adhere to call-handling service levels.

Skills

Inbound calls

Live chat

Email handling

Upselling

Clear communication

Customer service mindset

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
• Employee Wellbeing Programme
• Buy and Sell Holiday Scheme
• Life Assurance x4 your salary
• Prayer room in office
• Financial Wellbeing Support through Bippit
• Salary banding £26,000 - £27,000

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.

If you’re ready to take ownership of your career, grow your skills, and be part of something exciting, this could be the perfect next move for you.

CV - we'll anonymise all applications before review to make sure everyone is considered fairly.

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.

We aim to be in touch within 3 working days – whether successful or not.