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For Companies At a Glance
- Tasks: Support customers through the claims process with empathy and professionalism.
- Company: Join Policy Expert, a top-rated insurer with over 1.5 million happy customers since 2011.
- Benefits: Enjoy flexible working, enhanced holiday packages, and a vibrant workplace culture.
- Why this job: Make a real impact by delivering exceptional customer experiences in a supportive team environment.
- Qualifications: No specific experience required; just bring your empathy and a customer-first attitude!
- Other info: Inclusive employer offering support throughout the application process.
The predicted salary is between 28800 - 43200 £ per year.
The Role
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’re looking for empathetic, positive and customer-focused people to join us at Policy Expert – who can make a real impact by delivering high-quality solutions that enhance our customers’ experiences. Whether you’re fresh into the working world or looking to pivot into a new path, we’ll meet you where you are.
You’ll be at the forefront of creating a strong customer experience when our customers need us most. You will embody the empathetic and professional spirit of Policy Expert. Every interaction is a chance to shine, ensuring that each customer feels valued and supported.
You’ll be the friendly and helpful voice that leaves a lasting impression, making every call a positive and memorable experience!
What You’ll Be Doing
- Empathy That Matters – As the first point of contact for our customers, you’ll be a calm, reassuring voice in times of stress. You’ll listen with care, demonstrate genuine empathy, and guide each customer through the claims process with patience and professionalism.
- Driving Positive Outcomes – Your mission will be to deliver efficient, accurate, and fair support. You’ll take pride in resolving claims quickly and transparently, helping customers return to normal life and back on the road with confidence and peace of mind.
- Expert Guidance, Backed by Training – With a solid understanding of the insurance sector, you’ll confidently assist customers through each step of their claim. We’ll support you with ongoing training and development, ensuring you’re always equipped to provide exceptional service.
- Creating Memorable Customer Experiences – You’ll play a key role in upholding our customer service standards, managing inbound calls and ensuring every interaction leaves a positive impression. Your professionalism and commitment will help build trust with every customer you support.
- Flexible and Resilient in a Fast-Paced Environment – No two days are the same. From minor incidents to more complex claims, you’ll adapt with ease, stay composed under pressure, and ensure each customer feels heard and valued.
- Detail-Oriented and Compliance-Focused – You’ll ensure all claims are handled in line with FCA regulations and company best practices. Staying up to date with our latest products, processes, and industry developments will be key to maintaining high-quality, compliant outcomes.
Key Attributes for Success
- Empathetic Communicator – You naturally build rapport and show genuine care, offering support and understanding when customers need it most.
- Customer-Driven – You’re committed to delivering strong outcomes through efficient, effective, and compassionate service.
- Integrity-Led – You operate with honesty and transparency, always adhering to industry regulations and ethical standards.
- Insurance Savvy – With a solid understanding of insurance processes, you provide confident, knowledgeable guidance throughout the claims journey.
- Adaptable and Resilient – You remain calm and capable under pressure, thriving in dynamic, fast-paced environments with changing demands.
- Collaborative Team Member – You enjoy working with others, contributing to a positive, team-oriented culture that puts customers first.
- Performance-Focused – You have experience in target-driven roles and consistently aim to meet—and exceed—performance goals.
What’s In It for You?
- Based in our Motherwell office
- Supportive team culture
- Enhanced holiday, maternity & paternity packages
- Social events & a vibrant workplace atmosphere
- Wellbeing programme to support your personal and professional life
- Buy and Sell Holiday Scheme
- Life Assurance x 4 times your salary
- Prayer room in office
- Financial Wellbeing Support through Bippit
We’re proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.
Remember: if you’re eager to grow and passionate about what we do, don’t hesitate to apply – even if you don’t tick every box.
We’re committed to protecting your data and we respect your privacy in the application process.
Applicants are invited to create a job alert to receive future opportunities via email.
We’re an equal opportunity employer and value diversity at Policy Expert. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status.
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Claims Support Advisor employer: Policy Expert
Contact Detail:
Policy Expert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Claims Support Advisor
✨Tip Number 1
Familiarise yourself with the insurance industry, especially claims processes. Understanding common terms and procedures will help you speak confidently during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your empathetic communication skills. Role-play scenarios where you handle customer queries or complaints, focusing on active listening and providing reassuring responses to show that you can connect with customers effectively.
✨Tip Number 3
Research Policy Expert’s values and customer service approach. Tailor your conversations during interviews to reflect how your personal values align with theirs, showcasing your commitment to delivering exceptional customer experiences.
✨Tip Number 4
Prepare for the online skills assessment by brushing up on your problem-solving and communication skills. Familiarise yourself with common assessment formats to ensure you perform at your best when it counts.
We think you need these skills to ace Claims Support Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Claims Support Advisor. Highlight your empathy, customer service skills, and ability to handle stressful situations in your application.
Tailor Your CV: Customise your CV to reflect the key attributes mentioned in the job description. Emphasise your experience in customer service, your understanding of insurance processes, and any relevant achievements that demonstrate your performance-focused mindset.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your commitment to delivering high-quality service. Use specific examples from your past experiences to illustrate how you embody the qualities Policy Expert is looking for.
Prepare for Assessments: Since the application process includes an online skills assessment, practice relevant skills beforehand. Familiarise yourself with common customer service scenarios and think about how you would respond to various claims situations.
How to prepare for a job interview at Policy Expert
✨Show Your Empathy
As a Claims Support Advisor, empathy is key. During the interview, share examples of how you've handled difficult situations with customers in the past. Demonstrating your ability to listen and provide support will resonate well with the interviewers.
✨Understand the Insurance Sector
Familiarise yourself with basic insurance concepts and the claims process. Being knowledgeable about the industry will not only impress the interviewers but also show that you're serious about the role and ready to contribute from day one.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think of specific instances where you resolved issues or improved customer experiences, and be ready to discuss them in detail.
✨Demonstrate Adaptability
The role requires flexibility in a fast-paced environment. Be prepared to discuss times when you've successfully adapted to change or managed multiple tasks simultaneously. This will highlight your resilience and ability to thrive under pressure.
