Insurance Customer Experience Advisor (Hybrid)

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

Benefits offered by this job

Hybrid after probation

Career development

Enhanced holiday leave

Social events

Wellbeing programme

Buy & Sell holiday

Life assurance

Prayer room

Financial wellbeing

Job summary

Policy Expert in Motherwell is seeking a customer-focused advisor to deliver outstanding service across calls, chats and emails. You will be the friendly voice, guiding customers through their policies, answering enquiries and identifying opportunities to tailor products to their needs.

This role emphasises teamwork, accuracy under FCA guidelines, and contributing to a welcoming, inclusive workplace with hybrid working after probation.

Responsibilities

• Creating 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 and empowered to contribute.
• 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.

Job description

Policy Expert in Motherwell is seeking a customer-focused advisor to deliver outstanding service across calls, chats and emails. You will be the friendly voice, guiding customers through their policies, answering enquiries and identifying opportunities to tailor products to their needs.

This role emphasises teamwork, accuracy under FCA guidelines, and contributing to a welcoming, inclusive workplace with hybrid working after probation.