Insurance Customer Experience & Upsell Specialist

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

Benefits offered by this job

Hybrid after probation

Career development

Holiday packages

Social events

Wellbeing programme

Holiday buy/sell

Life assurance

Prayer room

Financial wellbeing

Job summary

Policy Expert in Motherwell is seeking a dedicated colleague to deliver outstanding customer experiences across calls, live chat and policy queries. You’ll be the friendly voice behind renewals, quotes and advice, ensuring customers feel valued and supported throughout their insurance journey.

In this hybrid role, you’ll contribute to a busy team, drive service levels and compliance with FCA guidelines, while enjoying a generous benefits package and a salary banding of £25,000–£26,000.

Responsibilities

• Creating memorable experiences: meeting customer expectations; handling inbound calls about quotes, renewals and policy queries.
• Operational excellence: drive daily operations, meet KPI targets and improve processes.
• Resolving issues: manage and resolve customer complaints effectively.
• Knowledge mastery: use up-to-date product knowledge to answer questions and ensure compliance.
• Handling enquiries: manage inbound calls, live chat, emails; proactive outbound calls when needed.
• Taking care of the details: meet deadlines and FCA guidelines; keep information current.

Job description

Policy Expert in Motherwell is seeking a dedicated colleague to deliver outstanding customer experiences across calls, live chat and policy queries. You’ll be the friendly voice behind renewals, quotes and advice, ensuring customers feel valued and supported throughout their insurance journey.

In this hybrid role, you’ll contribute to a busy team, drive service levels and compliance with FCA guidelines, while enjoying a generous benefits package and a salary banding of £25,000–£26,000.