Pen Underwriting - Customer Trading Advisor

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 - Customer Trading Advisor

Short Description:

Location: Ordnance Business Park Liphook, Hampshire

Salary: £28,000

Hours: Monday to Friday, 9:00am to 5:00pm. Hybrid working with 2 to 3 days per week in the office

Full Job Description Pen Underwriting is seeking a highly motivated customer trading advisor to join our underwriting services team. This is an excellent opportunity for an individual who is passionate about customer service and has the drive to deliver on the financial performance. As a customer trading advisor, you will play a crucial role in servicing our existing Household, Residential, and Commercial property owners accounts, as well as converting new business. The primary focus of the role is handling inbound and outbound telephone calls, to provide clear helpful and timely support to our brokers and underwriters. Other primary responsibilities involve proactively managing policy requirements to deliver an excellent customer journey and to ensure the progression/maintenance of customers insurance policies. It will require excellent communication skills, strong attention to detail, and the ability to manage multiple priorities, whilst working collaboratively with brokers and team underwriters/managers.

What you’ll be doing

• Handle inbound and outbound telephone calls in a professional, friendly, and efficient manner
• Provide excellent customer service to brokers, acting as a knowledgeable and reliable point of contact
• Run reports using internal systems to identify outstanding actions and requirements, in addition to chasing new and renewal business
• Liaise with the accounts team and contribute to the reduction of aged debt
• Understand and handle claims cover requests, ensuring service standards are met
• Manage and organise team mailboxes
• Accurately update internal systems with call notes, policy information, and documentation
• Chase brokers for outstanding policy requirements
• Escalate issues appropriately to underwriters where requirements are delayed or complex
• Adhere to all regulatory, compliance, and internal quality standards
• Assist with policy trading activities in line with company procedures
• Increase feefo and trust pilot scores

What we’re looking for

• Previous experience in a customer service or call-handling role
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to manage multiple tasks and priorities
• Confident using Microsoft Office applications
• Attention to detail and a proactive, problem-solving approach
• Resilient and confident when handling high call volumes or challenging conversations
• Comfortable working to targets and deadlines
• Professional, approachable and demonstrate behaviours in line with our team Operating Principles
• Self-motivated and able to work independently, taking ownership, responsibility and accountability over workloads
• This role requires a dedicated, positive and enthusiastic person that can take initiative and deliver high standards whilst in a fast paced, evolving team.

About Gallagher

Gallagher is one of the world’s leading insurance, risk management and consulting businesses, helping organisations protect what matters most. You'll be joining a supportive team that invests in its people, encourages professional development and offers opportunities to build a rewarding long-term career. If you're looking for a customer-focused role where you can develop your skills, earn an uncapped bonus and progress within a global organisation, we'd love to hear from you.