Customer Service Advisor

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

Benefits offered by this job

Career development

Holiday packages

Social events

Wellbeing programme

Buy and Sell Holiday

Life Assurance x4 salary

Prayer room

Financial wellbeing

Salary banding £25,000 - £26,000

Job summary

Policy Expert is a forward-thinking firm based in Motherwell, offering hybrid work after probation. The role focuses on delivering memorable customer experiences across calls and digital channels, supporting customers with policy queries and renewals while identifying sales opportunities.

Working in a busy, friendly team, you’ll uphold FCA standards and contribute to a high-performing service culture. The position is based in our Motherwell office with hybrid options after successful probation,

Responsibilities

• Handle inbound calls about quotes, renewals and policy queries while upselling products.
• Drive operational excellence by meeting KPI targets and improving processes.
• Resolve customer complaints effectively.
• Support sales teams by identifying opportunities and guiding customers to the right solution.
• Manage inquiries via chat, email and letters; occasional outbound calls.
• Maintain FCA-compliant records and up-to-date product knowledge.

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 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 £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.

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