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Job description

We are seeking a customer-focused, enthusiastic, and approachable individual to join our busy Customer Services team. The successful candidate will have excellent communication and administrative skills, a positive attitude, and a genuine passion for delivering exceptional customer service. Applicants should be educated to GCSE level, including Maths and English (or equivalent), and have a minimum of two years’ experience within the insurance industry. Strong IT skills are essential, including proficiency in Microsoft Office, Outlook, and internet-based systems. In this role, you will be responsible for responding to customer enquiries, processing renewals, issuing documentation, and ensuring all customer requests are handled efficiently and within agreed service standards. You will play a key role in building positive customer relationships and ensuring every interaction reflects our commitment to outstanding service. The ideal candidate will have a friendly, proactive, and solutions-focused approach, with the confidence to communicate effectively with customers and colleagues. A willingness to undertake relevant customer service and insurance training is essential, as is a commitment to continued learning and development.

Responsibilities

• To take initial calls from customers regarding midterm adjustments and existing policy renewals, working within the guidelines provided at all times.
• To process and resolve customer requests in a polite and efficient manner.
• To be aware of, and to follow at all times, the firms policy on Treating Customers Fairly.
• To be aware of, and to follow at all times , the firm's standards of ethical behaviour.
• To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.
• To maintain customer records accurately and securely, in accordance with firm's own record keeping requirements and following data protection rules.
• To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.
• To promote the company through charity, community and other brand awareness events.
• To comply at all times with the requirements of the firm's own procedures , the Financial Services and Market Act 2000 and FSA regulations.
• To undertake all other duties as reasonably required and directed.
• To support the departmental Key Performance Indicators and sales targets as directed by the Managing Director.

Skills and Qualifications

Essential Skills

• A minimum of two years experience within a insurance broker environment.
• Educated to GCSE standard including a minimum of Grade C in Maths and English or equivalent.
• Has undertaken (or is willing to undertake) relevant customer service and insurance training.
• Good keyboard skills and knowledge of Microsoft Office, email and internet.
• Excellent telephone manner, customer service skills and the ability to work under pressure.
• Effective communication skills.
• Ability to gather and analyse information from the customer.
• Ability to identify and match the products available with customer requirements.
• Ability to persuade and influence others.