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For Companies At a Glance
- Tasks: Be the friendly voice helping customers with their insurance queries via phone, chat, or email.
- Company: Join Policy Expert, the UK's No.1-rated home insurer, serving over 1.5 million customers since 2011.
- Benefits: Enjoy flexible hours, career development, enhanced holiday packages, and a fun, inclusive culture.
- Why this job: Make a real difference in customers' lives while growing your skills in a supportive environment.
- Qualifications: No experience necessary; just bring your passion for helping others and strong communication skills.
- Other info: We welcome applicants from all backgrounds and offer adjustments during the application process.
The predicted salary is between 28800 - 43200 £ per year.
3 days ago Be among the first 25 applicants
Customer Service
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.
Customer Service
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 passionate people to join us as Policy Expert – curious minds who want to help customers and build something bigger for themselves. Whether you\’re fresh into the working world or looking to pivot into a new path, we\’ll meet you where you are – and help you grow further than you thought possible.
The Role
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.
What You\’ll Be Doing:
Creating Memorable Moments
- Handle inbound calls from customers around policy changes or general support
- Provide clear, helpful guidance with every interaction
Managing Enquiries
- Respond via live chat, email, or written letters
- Proactively make outbound calls to follow up or support customers
Problem Solving & Admin
- Resolve queries and complaints efficiently and empathetically
- Complete admin tasks and updates accurately, meeting FCA standards
Adding Value
- 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
- Based in our Motherwell office
- Flexible working hours around core hours
- Career development & professional qualifications
- Enhanced holiday, maternity & paternity packages
- Fun, inclusive culture with regular social events
- Employee wellbeing programme
- Employee of the month award and various incentives
- Buy and Sell Holiday Scheme
- Life Assurance x 4 times your salary
- Prayer room in office
- Financial Wellbeing Support through Bippit
Our application process consists of:
- An Online Skills Assessment
- A telephone-based Interview with a member of our Talent Acquisition Team
- Final face-to-face interview with the Departmental Manager
Apply Now – Be Part of Something Bigger
If you\’re ready to join a team that values great service, big ambition, and a people-first approach – we\’d love to hear from you.
We\’re proud to be an equal opportunity employer and welcome applications from all backgrounds. If you need any adjustments during the process, just let us know – we\’re here to help.
You\’ll hear from us within 7 working days of applying – whether successful or not. And remember even if you don\’t tick every box, if you\’re passionate and curious, we encourage you to apply.
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Customer Service Advisor employer: Policy Expert
Contact Detail:
Policy Expert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with Policy Expert's products and services. Understanding their offerings will not only help you answer customer queries effectively but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios with a friend can help you feel more confident and prepared for the types of interactions you'll have in this role.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled difficult situations in the past. This will highlight your capability to resolve customer issues efficiently and empathetically.
✨Tip Number 4
Research the latest trends in the insurance industry. Being knowledgeable about current events and changes can give you an edge in discussions and show that you're proactive about staying informed.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service. Emphasise any roles where you've communicated with customers, resolved issues, or worked in a team environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your ability to communicate effectively. Mention specific examples of how you've provided excellent service in the past.
Showcase Relevant Skills: In your application, highlight skills that align with the job description, such as problem-solving, attention to detail, and strong communication abilities. Use bullet points for clarity.
Prepare for Assessments: Since the application process includes an online skills assessment, practice common customer service scenarios and questions. Familiarise yourself with the types of assessments you might encounter.
How to prepare for a job interview at Policy Expert
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers during the interview. Share examples of how you've gone above and beyond in previous roles to assist customers, as this aligns with the company's values.
✨Demonstrate Strong Communication Skills
Since the role involves interacting with customers via phone, live chat, and email, practice clear and concise communication. Be prepared to showcase your ability to build rapport quickly and handle queries effectively.
✨Prepare for Common Scenarios
Think about potential customer scenarios you might face in the role, such as handling complaints or providing policy updates. Prepare responses that highlight your problem-solving skills and empathy.
✨Research the Company and Its Products
Familiarise yourself with Policy Expert's offerings and recent developments in the insurance industry. This knowledge will help you answer questions confidently and show your genuine interest in the company.
