Hybrid Customer Experience Advisor (Upsell)

Consortium; Milton Keynes; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Career development

Enhanced holidays

Maternity & paternity

Social events

Buy/sell holiday

Prayer room

Financial wellbeing

Job summary

Policy Expert in Milton Keynes is seeking a customer-focused individual to join our team at the Milton Keynes office, with hybrid work available after probation. You will be on the frontline, delivering memorable customer experiences and handling enquiries across calls, live chat and letters.

You will support sales by recognising opportunities, suggesting relevant products, and guiding customers to the right solutions while maintaining FCA-compliant, accurate information and efficient service.

Responsibilities

• Create memorable experience: Meeting the expectations of our customers. Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
• Operational Excellence: Ensure smooth daily operations, driving efficiency, adherence to KPI's/call handling service levels, and continuously improving processes to deliver outstanding service.
• Resolving issues: effectively managing and resolving customer complaints.
• Foster Trust & Inclusion: Contribute to building a work culture rooted in empathy, honesty, and open communication, where every team member feels valued.
• Knowledge Mastery: Leverage your knowledge to deliver accurate, up-to-date information, ensuring compliance and operational standards are met.
• Handling Enquiries: Manage inbound calls from customers alongside live chat, emails and letters. Proactively make outbound calls to customers when required and efficiently process administrative tasks when required.
• Communication: Deliver clear communication that resonate with our diverse customers, fostering open dialogue.
• Taking care of the details: Ensure workloads are completed by required deadlines and meet quality standards in line with FCA guidelines and best practice. Keep up to date with products, processes and industry regulations while maintaining accurate existing information.
• Additional Duties may include: Supporting all areas of business, contacting customers and proactively managing inbound calls from customers with queries regarding their insurance policies from enquiry to purchase.

Skills

Customer service

Upselling

Call handling

Job description

Policy Expert in Milton Keynes is seeking a customer-focused individual to join our team at the Milton Keynes office, with hybrid work available after probation. You will be on the frontline, delivering memorable customer experiences and handling enquiries across calls, live chat and letters.

You will support sales by recognising opportunities, suggesting relevant products, and guiding customers to the right solutions while maintaining FCA-compliant, accurate information and efficient service.