Hybrid Customer Sales & Service Advisor

Policy Expert; Motherwell; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Career development

Enhanced holiday

Maternity/Paternity packages

Social events

Employee wellbeing

Buy and Sell Holiday

Life Assurance

Prayer room in office

Financial wellbeing

Job summary

Policy Expert in Motherwell is seeking a Customer Sales & Service Advisor to deliver great experiences across inbound calls, live chat, email and more. This cross-skilled role blends sales and service so you’ll handle policy queries, quotes, purchases and ongoing support for customers during their journey with Policy Expert.

You’ll develop product knowledge, meet KPIs and work with a diverse customer base. The role offers hybrid working after probation, opportunities to grow, and a supportive

Qualifications

• Handle inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
• Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
• Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
• Meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
• Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
• Communicate clearly, confidently and with empathy across a diverse range of customers and situations.
• Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
• Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice.
• Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
• Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.

Responsibilities

• Creating Memorable Experiences: Put the customer at the heart of every interaction. Handle a variety of inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
• Sales & Service: Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
• Handling Enquiries: Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
• Operational Excellence: Work efficiently and effectively to meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
• Resolving Issues: Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
• Communication: Communicate clearly, confidently and with empathy across a diverse range of customers and situations. Adapt your approach depending on whether you’re supporting a customer with a service query or having a sales conversation.
• Knowledge Mastery: Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
• Taking Care of the Details: Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice. Keep up to date with changes to products, processes and industry regulations.
• Foster Trust & Inclusion: Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
• Supporting the Wider Business: Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.

Job description

Policy Expert in Motherwell is seeking a Customer Sales & Service Advisor to deliver great experiences across inbound calls, live chat, email and more. This cross-skilled role blends sales and service so you’ll handle policy queries, quotes, purchases and ongoing support for customers during their journey with Policy Expert.

You’ll develop product knowledge, meet KPIs and work with a diverse customer base. The role offers hybrid working after probation, opportunities to grow, and a supportive