Customer Service Agent

AllClear - Voted UK's No.1 for Customer Care; Cardiff; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading travel insurance specialist in Cardiff is seeking a Customer Service Agent to deliver exceptional service. This role involves handling customer queries, building rapport, and ensuring high performance in a supportive team environment. The ideal candidate should have a passion for customer care and the ability to thrive in a fast-paced setting.

Benefits

Competitive Starting Salary

Bonus potential

33 days annual leave

Health cash plan

Company pension scheme

Holiday buy scheme

Staff discounts on travel insurance

Ongoing training

Qualifications

• Experience in delivering exceptional service in a customer service or contact centre environment.
• Confident working towards sales and service targets.
• Skilled in building rapport and creating positive customer experiences.

Responsibilities

• Deliver exceptional service every day.
• Listen with empathy and respond professionally.
• Take pride in handling a wide range of customer enquiries.

Skills

Customer service expertise

Sales and service targets

Building rapport

Problem-solving

Team collaboration

Job description

Customer Service Agent

Department: Customer Service

Employment Type: Full Time

Location: Cardiff

Compensation: £25,000 - £28,000 / year

Description

AllClear is one of the UK’s leading travel insurance specialists, proudly helping customers travel with confidence for over 20 years. With an outstanding 4.9-star Trustpilot rating, our reputation is built on consistently delivering exceptional customer experiences.

We’re proud to be a Which? Recommended Provider, and our award-winning policies are 5-star rated by Defaqto. From offering specialist cover for pre-existing medical conditions to supporting customers when they need us most, we believe travel should be accessible to everyone.

We’re now looking for a Customer Service Agent who leads by example, inspires team spirit, and drives high performance — all while putting exceptional customer service at the heart of everything they do. If you’re passionate about delivering service excellence, and thrive in a fast-paced, ever-changing environment, this could be your ideal next step.

Why Join Us?

• Competitive Starting Salary: Basic Salary £25,000 up to £28,000
• Earnings Potential: Bonus potential of up to £200 per month
• 33 days’ annual leave (including bank holidays) plus 1 day off for your birthday because your worth it
• A great benefits package, including:
  • Company-paid health cash plan
  • Company pension scheme
  • Holiday buy scheme
  • Staff discounts on travel insurance
• Ongoing training on our products
• Real career progression opportunities — we love to promote from within.
• A supportive, friendly team where your ideas and input are valued.
• Based in Cardiff, with easy transport links and plenty of nearby amenities.

Key Responsibilities

Deliver Exceptional Service Every Day
Be the friendly voice and trusted expert our customers count on. Represent AllClear’s values in every interaction, making travel possible for those with pre-existing medical conditions.

Put the Customer First
Listen with empathy, respond with professionalism, and go the extra mile to resolve queries quickly and thoroughly. Your goal? Make every customer feel supported, understood, and confident in their cover.

Own Every Interaction
Take pride in handling a wide range of customer enquiries—whether it’s helping someone choose the right policy, resolving an issue, or guiding them through a claim. If things get complex, stay calm and see it through with care.

Be Driven by Quality
Stay focused on hitting key performance goals like first-call resolution, customer satisfaction, and response time—while always keeping the human touch at the heart of what you do.

Learn and Grow
Access ongoing training and support to deepen your knowledge of travel insurance, improve your service skills, and grow your career. Your development matters to us.

Collaborate to Make It Better
Work closely with colleagues across departments to help ensure a seamless experience for our customers. Share ideas and feedback that make our service smarter and stronger.

Stay Sharp on Standards
Follow FCA regulations, data protection rules, and internal procedures with precision. Be proactive in keeping up to date with any changes—and help us deliver service that’s not only kind, but compliant.

What We're Looking For

• Experienced in delivering exceptional service in a customer service or contact centre environment.
• Confident working towards sales and service targets, with a clear understanding of what great performance looks like.
• Skilled in building rapport and creating positive customer experiences—especially for those who need extra care or reassurance when travelling.
• Comfortable navigating contact centre systems and processes, and able to handle multiple tasks efficiently.
• Proactive and solution-focused—you think ahead, solve problems quickly, and always look for ways to improve.
• A strong team player who thrives in a collaborative environment and works hard to support shared goals.
• Passionate about helping people and making a real difference with every call, email, or chat.