Overview of the Role
Established in 1998, we are a leading UK broker based in Northampton, predominantly offering specialist car and
home insurance products to the affluent. We also provide commercial insurance to small and medium-sized
enterprises, as well as a range of financial protection products, with all services catering for clients nationwide.
Following fast-track training through our Quality Assurance team, we require a diligent individual to deliver
professional customer service and advice to our clients. With an unprecedented client base, maintaining our
exceptional service standards will be paramount.
As a central member of staff supporting the customer journey, you will need to demonstrate competent
management and servicing of all mid-term policy changes, assist with and oversee claims, recognise and
capitalise on business development opportunities, successfully oversee positive outcomes, and deal with a
comprehensive and varied range of technical transactions with accuracy and care.
Confident and articulate communication skills will be essential to promote and nurture client and insurer
relationships by telephone, in writing, and, very occasionally, in person. You will also need to work accurately
with technical information and numbers.
Key long-term responsibilities and tasks
„ Servicing inbound and outbound calls to existing customers to the highest standards.
„ Nurturing and developing client, insurer and business partner relations.
„ Accurately processing policies, associated transactions, and documentation (Acturis and MS Office).
„ Managing claims and servicing outcomes with our clients, insurers, and partners.
„ Registering claims and maintaining client servicing records with accuracy.
„ Competently fulfilling company procedures, delivering positive and compliant customer outcomes.
„ Negotiating competitive and suitable policy terms with insurers.
„ Providing sales support by recognising and capitalising on business development opportunities.
„ Developing and improving existing processes to enhance our service and customer journey.
„ Providing support and advice to colleagues with enquiries.
„ General clerical and administrative duties.
What we’re looking for
The ideal candidate will be career-minded and prepared to go the extra mile to achieve results. Someone who
can think on their feet, working independently and as part of a team. You should be well-organised, self-
motivated, and approachable with a positive outlook towards your work. Career-focused and committed to skills
development will be highly favourable.
Customer Service & Claims Advisor 25.12.05
CUSTOMER SERVICE & CLAIMS ADVISOR (FULL TIME)
Your employment or background should preferably include
„ At least 6 months of motor and/ or home insurance experience (preferred).
„ At least 6 months of work experience, including frequent and direct customer liaison and supporting duties in
a customer-centric business (preferred).
„ Frequent and competent use of Microsoft applications, including Word, Excel and Outlook (essential).
„ Experience working with structured procedures and deadlines (essential).
„ Administrative and/or customer service experience (essential).
„ Knowledge and understanding of FCA regulations (preferred).
„ Above-average academic results in English and Maths (preferred). Other areas may also be advantageous.
„ Chartered Insurance Institute (CII) qualifications (preferred).
Your skills and abilities should include
„ Confident, positive, and empathetic communication skills.
„ A high standard of written language and presentation.
„ Competence with numbers and technical information.
„ An ability to focus on detail to maintain accuracy.
„ Competent organisational skills and elevated administrative abilities.
„ An ability to work under pressure to meet deadlines and targets.
„ Self-motivation and effective time management.
„ An ability to work as a team player and alone, using your initiative.
Professional development
„ Regular quality assurance assessments with development feedback support.
„ On-site and off-site training and development programs.
„ Financial support for industry-led qualifications with the Chartered Insurance Institute (CII).
Location and environment
„ Spacious open-plan offices located in Moulton Park, Northampton.
„ We also operate an adjacent dedicated meeting and recreational office, which includes internal bike storage,
shower and changing facilities, a comprehensive kitchen with accompanying facilities, dining area, comfy
sofas, and other mod-cons such as an Xbox, Sonos, Wi-Fi, and table football.
„ Greggs & Bewitched Coffee, less than a minute’s walk.
„ Tesco Express, Pharmacy, and Chip Shop are a 10-minute walk.
„ Weston Favell Shopping Centre and Kingsthorpe Front are less than 10 minutes by car.
„ Exclusive onsite parking.
„ Approx. 15 minutes from the M1 junction 15 and approximately 25 minutes from Junction 16.
„ 3-minute walk to the local bus stop with buses running regularly to Northampton Town Centre.
„ Voi Scooters operate locally.
Customer Service & Claims Advisor 25.12.05
CUSTOMER SERVICE & CLAIMS ADVISOR (FULL TIME)
Employment package and benefits include
„ Monday – Friday, 9am – 5.30pm, with an hour allocated for lunch.
„ 28 days’ entitlement increasing to 35 days with length of service.
„ Regular social and team-building activities, including seasonal out-of-work events.
„ Promotional and partnership events, including supercar shows & exclusive meets.
„ Subsidised healthcare insurance.
„ Loyalty bonuses every 5 years.
„ Enrolment bonuses when introducing others to employment.
„ Discounts on all insurance products.
„ Eye care vouchers, an in-house savers scheme, and a flexible pension scheme.
Salary
The basic salary is negotiable and age and experience-dependent, starting at £26,426 per annum plus bonuses.
Applications
Please send your completed application and accompanying CV to: careers@firstpoint.co.uk, or to:
Jayne Tebbutt
Claims and Customer Service Manager
First Point Insurance Management
Talavera Court, Darnell Way
Northampton
NN3 6RW
j.tebbutt@firstpoint.co.uk
Customer Service & Claims Advisor 25.12.05