Customer Service Team Member - Hybrid

ALA Insurance is one of the largest, online, independent providers in the market for GAP Insurance, Warranty, Breakdown Cover and other specialist insurance products. Based in Malton, North Yorkshire, our dedicated, friendly team strive to provide the best quality insurance products and support for our customers. Our award-winning customer support team do not work on commission, and so all their interactions with customers and prospective customers have no agenda to sell, and customers feel no pressure to buy. This customer-centric business model and our award-winning wellbeing programme are just two components that have led to us being named on the Sunday Times Best Places To Work (small organisation) 2025.

We are the most highly rated insurance company on Trustpilot, with an overall 4. Insurance from the kind kind, not the pushy kind. Our Customer Support Team is at the heart of everything we do at ALA Insurance. We pride ourselves on constantly being able to offer a calmer, kinder and better-informed insurance experience to all our customers, and to do that, we need someone like you. Someone who can support customers on every step of their journey. Someone who really cares about our customers’ experience, and someone who they can really trust.

That means you can really encourage our customers to ask anything, go into all the details they’re looking for and help them decide if a policy is right for them. It’s how you’ll help us deliver the unparalleled support that our customers love. After some rigorous training with our team members, you’ll know ALA Insurance products inside out and back to front. When our customers have questions about us, our policies or our processes, you’ll be eager to answer every single one.

You’ll always be ready to help both new and existing customers. Everything you do at ALA will be about showing both potential and current customers how much you know and how much you care. Whether it’s answering questions, providing quotes or setting up the policies our customers need, you’ll be sharing your knowledge at every opportunity, over the phone, over email, or via live chat.

You’ll always take care of the details, just in case. You’ll work hard to keep our back-office system up to date and in-line with FCA regulations, checking all the details, keeping correct accurate records, and completing all paperwork on time.

• Answering customer calls and emails quickly and with a smile, always ready to help
• Keeping all policy and customer information up-to-date and accurate in our back-office system – VRN, addresses, additional info, paperwork etc
• Creating quotes and setting up policies for customers over the phone, live chat or email
• Amending policy information quickly and efficiently whenever a customer needs help and directing customers to their relevant claims team
• Helping solve any problems customers might have, managing any complaints with a warm, friendly approach, and escalating if necessary
• Talk in a helpful, informative, and friendly way on the phone with all our current and potential customers
• Ask for help whenever you might need it
• Work well in a team, ‘mucking in’ and helping out wherever you’re needed

Administration, monitoring, and reporting:

• Industry knowledge and commercial awareness:
• Tools and technology: Use Microsoft packages (Outlook, Excel, Word etc) Use a sales team software or platform (or be eager to learn)

Work Quality: Care about your work and your attention to accurate details at all times. Be responsible and proud of delivering high quality work. Flexible and open to change.

Company events, Company pension, Employee discount, Free parking, Health & wellbeing programme, On-site parking, Shuttle service provided, Sick pay, Work from home Monday to Friday, Bonus scheme, Quarterly bonus.

This is a position that is office-based with the option to work from home 2 set days a week once probation and training have been passed to an acceptable level.

ALA are committed to growing and sustaining a business that is both representative and inclusive of the communities we live and work within. We actively welcome applications from individuals and groups who are under-represented and celebrate difference be it ethnicity, religion, age, gender, gender identity or expression, sexual orientation, marital status or disability. We will only assess you on your abilities and fit for the role, please do get in touch if you would like to discuss any adjustments you need to ensure a level playing field during the recruitment process.