Customer Service Agent Business Choice Direct · Eastleigh ·

Benefact Group; Eastleigh; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

28 days annual leave

Birthday off

Group Personal Pension

Bonus scheme

Holiday buy scheme

Health and wellbeing benefits

Job summary

Benefact Group, within Business Choice Direct in Eastleigh, is seeking a Customer Service Agent to deliver exceptional service and expert advice to clients. You will build relationships, maximise satisfaction, and contribute to growth through high standards of service and policy support.

You will handle queries via phone and live chat, provide policy updates, and identify sales opportunities while ensuring compliance with regulations.

Qualifications

• Excellent customer service and communication skills.
• Organised, proactive and detail-oriented with ability to meet deadlines.
• Able to work in a regulated, compliant environment.
• Strong IT literacy and problem-solving abilities.
• Team player with values of collaboration and partnership.

Responsibilities

• Deliver exceptional customer service across phone, live chat, and policy queries.
• Provide timely advice, policy updates and tailored insurance solutions.
• Identify and maximise sales opportunities through leads and reviews.
• Ensure full compliance with company policies and regulatory requirements.
• Maintain knowledge and collaborate with colleagues to support objectives.

Skills

Strong customer service

Excellent communication

Organised & proactive

Detail-oriented

Team player

Education

CIIf Insurance Certificate (hold/willing to work towards)

Tools

IT literate

Job description

Salary: Starting from £24,000.00 (depending on experience)

Working hours: 37.5 hours per week, Monday to Friday

Duration: Permanent

Location: Eastleigh

About the role

Business Choice Direct, who are proudly part of Benefact Group, are looking for a Customer Service Agent to join our Eastleigh office.

As a Customer Service Agent, you will deliver exceptional service and expert advice to clients, building strong relationships, maximising customer satisfaction and retention, and contributing to business growth through the achievement of income and performance targets.

Why join us?

Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group - where all profits go to charity and good causes.

What you'll be doing

• Deliver exceptional customer service and expert policy support across phone, live chat, and policy lifecycle queries.

• Build strong client relationships by providing timely advice, policy updates, and tailored insurance solutions.

• Identify and maximise sales opportunities through lead generation, insurance reviews, and cross-selling relevant products.

• Ensure full compliance with company policies, regulatory requirements, and industry standards.

• Maintain technical knowledge and collaborate effectively with colleagues to support business objectives and customer outcomes.

What you'll need to have

• Strong customer service and communication skills, with the confidence to build rapport and deliver an excellent client experience across telephone and written channels.

• Organised, proactive, and detail-oriented, with the ability to manage workloads effectively and meet deadlines.

• Ability to work successfully within a regulated, compliant, and customer-focused environment.

• IT literate with strong administrative and problem-solving skills, demonstrating a resourceful approach to work.

• A team player who embodies our values of being Fun, Supportive, Professional, Ambitious, and committed to working in Partnership.

What makes you stand out

• Chartered Insurance Institute Certificate in Insurance (hold/willing to work towards)

What we offer

• 28 days annual leave plus bank holidays

• Your birthday off

• Group Personal Pension

• Bonus scheme

• A holiday buy scheme

• An array of health and wellbeing benefits, company cash plan, income protection and life assurance

• Enhanced sick pay and parental leave

• Support and funding toward study and professional qualifications

• Paid time off for volunteering

Hear from the hiring manager

At Business Choice Direct we support clients through the life cycle of their policy by building strong relationships, resolving queries, and working with colleagues to deliver excellent service.

About us

Business Choice Direct is an insurance broker specialising in commercial motor insurance, including courier, van, minibus and fleet insurance, as well as insurance solutions for tradespeople, SMEs and high-risk consumer motor customers. Part of our Lloyd & Whyte Specialist Broking division, we combine specialist expertise with a customer-first approach, helping businesses and individuals find the right cover for their needs.

Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade*, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.

At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.

If you need any additional support during the recruitment process, then please let us know.

*Directory of Social Change’s UK Guides to Company Giving 2017-26