Customer Service Advisor - Commercial & Schemes

Howden; Cheltenham; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Howden in the UK is seeking a Customer Service Advisor for our Commercial Schemes - Landlords team. You’ll handle customer enquiries by phone and email, process policy documentation, and maintain accurate records in a fast-paced, support-focused environment.

The role requires at least 12 months of customer service experience, solid administration skills and comfort with high call volumes. Training is provided, and a hybrid pattern (3 days in the office, 2 at home) follows after onboarding.

Qualifications

• Minimum 12 months' customer service experience.
• Previous administration experience.
• Comfortable working in a telephone-based environment.
• Experience handling high volumes of customer enquiries.

Responsibilities

• Handle customer enquiries by phone and email in a professional manner
• Manage a high volume of incoming calls and provide excellent customer service
• Process policy documentation and customer requests accurately
• Update and maintain customer records and systems
• Process payments in line with company procedures
• Prioritise workloads to meet service standards and deadlines
• Escalate complex queries when required
• Participate in team meetings and training sessions

Skills

Customer service

Administration

Telephone handling

Attention to detail

Education

GCSEs including Maths & English

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

At Howden, Commercial & Schemes, commercial insurance isn’t just what we do – it’s who we are. We support our clients through the complex landscape of commercial risk. We understand the diverse needs of businesses from large corporates to emerging ventures, meticulously crafting bespoke solutions to empower businesses to navigate uncertainty and achieve unwavering growth. Our depth of commercial insurance expertise allows us to protect client’s assets and fuel their progress. When our clients prosper, we celebrate success with them; when challenges arise, we provide unwavering support.

Our Commercial Schemes - Landlords team are looking for a Customer Service Advisor to join their growing team. This is a fantastic opportunity for someone with customer service and administration experience who enjoys speaking with customers and working in a fast-paced environment. Previous insurance experience would be an advantage, although it is not essential.

You’ll be responsible for handling customer enquiries, processing policy administration, and delivering excellent customer service. This role is highly phone-based, so you’ll need to be confident speaking with customers and managing a high volume of calls.

Please note: During training, you will be required to work in the office full-time. Once fully trained, you’ll move to a hybrid working pattern of 3 days in the office and 2 days working from home.

Overview

• Handle customer enquiries by phone and email in a professional manner

• Manage a high volume of incoming calls and provide excellent customer service

• Process policy documentation and customer requests accurately

• Update and maintain customer records and systems

• Process payments in line with company procedures

• Prioritise workloads to meet service standards and deadlines

• Escalate complex queries when required

• Participate in team meetings and training sessions

Knowledge & Experience

• Minimum 12 months’ customer service experience

• Previous administration experience

• Comfortable working in a telephone-based environment

• Experience handling high volumes of customer enquiries

Skills

• Excellent communication and customer service skills

• Strong attention to detail and accuracy

• Good administration and data entry skills

• Ability to work efficiently and prioritise workload

• Good literacy and numeracy skills

Qualifications

• 5 GCSEs (or equivalent), including Maths and English

This is a great opportunity to build a career in insurance within a supportive team, with full training provided.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

Permanent