Overview
Join to apply for the Inbound Customer Service Advisor role at Policy Expert.
Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013. We are looking for passionate people to join us as Policy Expert – curious minds who want to help customers and build something bigger for themselves.
As a Customer Service Representative, you'll be the friendly voice on the other end of the phone, live chat, or email – helping customers update their policies, answering queries, and delivering a service that makes them feel supported and valued. Every interaction is a chance to make a difference – and we'll equip you with the tools, training, and team spirit to shine.
Responsibilities
* Handle inbound calls from customers around policy changes or general guidance
* Provide clear, helpful guidance with every interaction
* Correspond via live chat, email, or written letters
* Proactively make outbound calls to follow up or assist customers
* Resolve queries and complaints efficiently and with understanding
* Complete admin tasks and updates accurately, meeting FCA standards
* Identify opportunities to upsell relevant products where appropriate
* Keep up to date with our products, systems, and industry changes
Key Attributes for Success
* A confident communicator who can build rapport quickly
* Strong written and verbal communication skills
* High attention to detail with a calm, organised approach
* Someone who enjoys working to goals and embraces change
* Experience in a customer-facing role (contact centre experience is a plus, but not essential!)
What's In It For You
This role will be based in our Motherwell office.
Career Development and Professional Qualifications
* Enhanced Holiday, Maternity and Paternity Packages
* Social events throughout the year and vibrant workplace atmosphere
* Employee Wellbeing Programme
* Buy and Sell Holiday Scheme
* Life Assurance x4 your salary
* Prayer room in office
* Financial Wellbeing Support through Bippit
Application Process
* An Online Skills Assessment
* A telephone call with a member of our Talent Acquisition Team
* A Video Chat Interview with a member of our Talent Acquisition Team
* Final face-to-face interview with the Departmental Manager
Equal Opportunity
We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual's skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment. If you require any reasonable adjustments during the interview process, please let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
We aim to be in touch within 7 working days of your application. Please be encouraged to apply even if you do not meet all the requirements.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Insurance
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