Hybrid: Customer Trading Advisor - Insurance Support

Gallagher; Liphook; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Pen Underwriting, based at Ordnance Business Park Liphook, Hampshire, is seeking a Customer Trading Advisor. You will handle inbound and outbound calls to support brokers and underwriters, ensuring timely service and clear communication to maintain policy progress across Household, Residential, and Commercial accounts.

The role offers hybrid working with 2–3 days in the office, strong collaboration with the underwriting team, and opportunities to contribute to a positive customer journey while

Qualifications

• Experience in a customer service or call-handling role.
• Excellent verbal and written communication.
• Strong organisational skills to manage multiple tasks.
• Proficient with Microsoft Office.
• Attention to detail and proactive problem-solving.
• Resilient and confident with high call volumes.
• Able to work to targets and deadlines.
• Professional, approachable and team-oriented.
• Self-motivated with initiative and accountability.
• Positive, enthusiastic and adaptive to a fast-paced team.

Responsibilities

• Handle inbound and outbound calls professionally, clearly and efficiently.
• Provide excellent service to brokers as a knowledgeable contact.
• Run reports in internal systems and chase outstanding actions and renewals.
• Liaise with accounts to help reduce aged debt.
• Understand and handle claims cover requests while meeting service standards.
• Manage team mailboxes and keep internal systems updated.
• Chase brokers for outstanding policy requirements.
• Escalate issues to underwriters when delays or complexities arise.
• Adhere to regulatory, compliance and quality standards.
• Assist with policy trading activities and improve customer feedback scores using FEFO/TrustPilot metrics.

Skills

Customer service

Verbal communication

Written communication

Organisational skills

Microsoft Office

Attention to detail

Resilience

Target-driven

Independent worker

Initiative

Job description

Pen Underwriting, based at Ordnance Business Park Liphook, Hampshire, is seeking a Customer Trading Advisor. You will handle inbound and outbound calls to support brokers and underwriters, ensuring timely service and clear communication to maintain policy progress across Household, Residential, and Commercial accounts.

The role offers hybrid working with 2–3 days in the office, strong collaboration with the underwriting team, and opportunities to contribute to a positive customer journey while