Customer Service Consultant

Travelers Companies, Inc.; Northampton; Hybrid; GBP 27,000 - 35,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid work model

Private medical insurance

Job summary

Simply Business in Northampton is seeking a Customer Service Consultant who takes pride in helping small business owners. You will support UK policies and payments, handling queries with ownership and a human touch rather than scripted responses.

This is a hybrid role: eight days per month at the Northampton hub, with equipment provided for home working and a reliable broadband connection (20 Mbps+). Hours are Monday to Friday, 9:00–17:30, plus one Saturday in three from 9:00–14:00 after the

Qualifications

• Background in a contact centre environment with a focus on quality work.
• Strong computer skills and ability to switch between tasks and channels.
• Customer-focused with ability to resolve complaints at first contact.

Responsibilities

• Omnichannel support across email, calls and live chat.
• Handle payment, renewal, and sales queries; aim for first-touch resolution.
• Navigate payment queries (Premium Credit, Direct Debit) to retain business.
• Communicate professionally while adhering to FCA Regulations and Data Protection.

Skills

Peak Experience

Agility & Tech Literacy

Complaint Resolution

Zendesk

Tools

Zendesk

Job description

Who Are We?

We insure small businesses and enable big dreams – not just for our customers, but for our people and communities too. With over 1,000,000 active insurance policies, we protect builders, bakers, landlords and more than 1,200 other trades. We’re a technology company as well as one that sells insurance. That means we build, we fail, we learn and we improve. Through our global social impact strategy, called 'The Big Dreams Project’, we're working to help 10,000 small businesses start or grow by 2030. Why not check out our advert on YouTube: Simply Business TV advert 2024: 'Simply the Best'.

Job Category Operations Position Type Permanent Target Openings 12

What Is the Opportunity? If you take genuine pride in helping people and love solving complex problems, you'll look forward to coming to work every day. As a Customer Service Consultant, you'll be on the front line supporting the UK's small business heroes, making sure their insurance policies and payments run seamlessly. Unlike typical contact centre roles driven by robotic scripts and rigid call quotas, this role is built around genuine ownership and human connection. You won't just be processing transactions; you'll have the autonomy to listen, understand each business owner's unique circumstances, and deliver first-touch solutions that give them real peace of mind.

What you will be doing

• Omnichannel Support: You will support customer queries across our email ticketing system (Support Zendesk), inbound calls, and live chat.
• Driving Resolution: You will handle payment, renewal, and sales queries, always aiming for first-touch resolution.
• Ensuring Retention: You will expertly navigate payment queries, including Premium Credit and Direct Debit defaults, collecting necessary details to ensure business retention before cancellation.
• Championing Quality: You will communicate professionally while strictly adhering to FCA Regulations and Data Protection standards.

What you will bring to the team

• Peak Experience: You have a successful background in a contact centre environment and take genuine pride in the quality of your work.
• Agility & Tech Literacy: You have excellent computer skills and can dynamically switch between different tasks and communication channels.
• Complaint Resolution: You are customer-focused with the proven ability to handle and resolve complaints at the first point of contact.

Salary & Performance-Based Progression

We believe in rewarding your growth and success. We offer a clear, positive pathway to increase your basic salary based on your performance: Starting Salary: £27,280.50 £28,411.50: With a view to moving to this tier within your first 6 months, all being well. £31,648.50: Opportunity to progress after 12 months at Tier 1, driven by high performance. £34,866.00: Opportunity to progress after 12 months at Tier 2.

Logistics & Work-Life Balance

Start Date: 1st February.

Working Pattern: This is a hybrid role where you will work eight days per month from our Northampton hub, subject to team needs. Home Setup: We will provide all the equipment you need to work from home on the other days; you just need a broadband connection with a speed of 20Mbps or more. Hours: Monday to Friday, 9am to 5:30pm. You will also work 1 in 3 Saturdays from 9am to 2pm, which will start after your first 3 months.

We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.

Benefits

• We offer a great work‑life balance where workloads are manageable and everyone has the flexibility to work hybrid on top of the 25 days annual leave (plus bank holidays), we offer the option to buy five more days of holiday with your flexible benefits our flexible parental leave allows you to approach an important time how you want - with six months full pay to the primary caregiver and four weeks full pay if you're the secondary caregiver our life event leave is an extra days leave every two years for those big moments in your life like moving house or your birthday. And our long‑serving employees get a two week paid sabbatical after five years of service, then four weeks off after ten years of service private medical insurance through BUPA, that covers any pre‑existing condition is a core benefit. Plus a health cash plan that covers your everyday medical expenses we offer a competitive salary based on your experience and the current market. Plus the potential to earn an annual bonus based on performance access to tools to support your personal development on our dedicated learning platform. As well as support for your mental health with access to counselling we match what you put into your pension up to five per cent. And pass on a tax‑free sum that's four times your basic salary with our life assurance policy, with the option to increase it to ten times through our flexible benefit schemeour salary sacrifice car scheme gives you the option to buy a brand new, fully insured, and maintained car for a convenient fixed monthly amount taken from your gross salary (after 6 months service) our flexible benefits scheme gives you an allocated amount to use each year on benefits like critical illness cover, dental insurance, travel insurance, or a gym membership

Employment Practices

Simply Business is committed to providing equality and opportunities for all employees and candidates considering a career with us. We offer a workplace where colleagues are treated with respect and dignity. We don’t (and won’t) discriminate either directly or indirectly on the grounds of race, colour, religion, belief, political opinion, disability, nationality, ethnic origin, sex, sexual orientation or relationship status at any stage of the hiring process or during the course of your employment.

Thank you for your interest in a career at Simply Business!

At Simply Business, we insure small businesses and enable big dreams. Not just for our customers, but for our people, our communities and our environment. We believe a world‑class company culture is crucial to achieving our business goals as we make insurance more accessible to small business owners. We’re building a better way to buy small business insurance, and we’re using technology to get the job done. That includes developing cutting‑edge data gathering and analysis capabilities; living and breathing testing and experimentation; and harnessing the many benefits of AI and other emerging technologies. We’re a values‑led business. Our people all have a part to play in building a culture that lives these values: learning, empowerment, authenticity, pioneering, and simplicity.