Commercial Insurance Executive

Howden Group Holdings; Peterborough; On-site; GBP 60,000 - 80,000; Full time

Job description

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. 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 18,000 employees spanning over 100 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.

Role Purpose

Tilt is an innovative digital broker under the Howden umbrella, leveraging AI and automation to deliver effortless, self-service insurance solutions. We are redefining the commercial insurance space by removing unnecessary friction and making it easier for businesses to manage their policies online.

As a Commercial Insurance Executive, you’ll be at the forefront of this transformation, providing live chat, phone, and digital support while optimising AI-driven virtual assistants to improve customer interactions. You’ll guide customers through self-service policy management and ensure continuous improvement in our digital service offerings.

This role is ideal for someone looking to be part of an AI-first insurance startup, backed by Howden’s financial strength and industry expertise. You won’t just be handling customer inquiries—you’ll be shaping the future of AI-powered digital broking.

Key Accountabilities

1. Handle customer inquiries via live chat and phone
2. Ensure accurate FNOL submission processing
3. Guide customers through self-service policy adjustments, renewals and updates
4. Refine AI Chatbot responses and track engagement trends
5. Escalate complex cases as needed
6. Track and report customer engagement trends, service efficiency and AI Optimisation opportunities

Skills & Experience

1. Experience in commercial insurance
2. Experience with structured chat-based or email based support environments
3. Familiarity with FCA compliance in non-advised sales environments
4. Knowledge of insurance policy management
5. Strong Customer Service skills and able to empathise with a solution focused approach
6. Ability to simplify complex insurance concepts
7. Adaptability and agility in a fast paced digital environment
8. Self-starter who thrives in an entrepreneurial and agile environment

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.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent