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.
- Other info: We welcome applicants from all backgrounds and offer adjustments during the application process.
- 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.
The predicted salary is between 28800 - 43200 £ per year.
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 and self-driven 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.
What's In It For You
This role will be based in our Motherwell office. Hybrid available after successful probation pass.
- 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
- Salary banding £25,000 - £26,000
The Role
In this role, you'll be at the forefront of creating unforgettable customer experiences, embodying the vibrant and professional spirit of Policy Expert. Every interaction is a chance to shine, ensuring that each customer feels valued and supported, whether they're seeking answers or updating their policies. You'll be the friendly voice that leaves a lasting impression, making every call a positive and memorable experience. Alongside answering enquiries, supporting customers through different chat and communication channels, and resolving issues, you'll also help our sales teams by recognising opportunities, sharing relevant products or services, and confidently guiding customers towards the right solution
Main Responsibilities:
- Creating memorable experience: Meeting the expectations of our customers. Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
- Operational Excellence: Ensure smooth daily operations, driving efficiency, adherence to KPI's/call handling service levels, and continuously improving processes to deliver outstanding service.
- Resolving issues: effectively managing and resolving customer complaints.
- Foster Trust & Inclusion: Contribute to building a work culture rooted in empathy, honesty, and open communication, where every team member feels valued and empowered to contribute.
- Knowledge Mastery: Leverage your knowledge to deliver accurate, up-to-date information, ensuring compliance and operational standards are met.
- Handling Enquiries: Manage inbound calls from customers alongside live chat, emails and letters. Proactively make outbound calls to customers when required and efficiently process administrative tasks when required.
- Communication: Deliver clear communication that resonate with our diverse customers, fostering open dialogue.
- Taking care of the details: Ensure workloads are completed by required deadlines and meet quality standards in line with FCA guidelines and best practice. Keep up to date with products, processes and industry regulations while maintaining accurate existing information.
- Additional Duties may include: Supporting all areas of business, contacting customers and proactively managing inbound calls from customers with queries regarding their insurance policies from enquiry to purchase.
We're proud to be an inclusive employer, championing diversity and offering support at every stage.
We aim to be in touch within 3 working days - whether successful or not.
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Customer Service Advisor in Motherwell employer: Policy Expert
At Policy Expert, we pride ourselves on being a forward-thinking employer that champions innovation and employee growth. Our London office offers a vibrant work culture with a hybrid model, competitive benefits including a generous learning budget, and a commitment to diversity and inclusion, making it an excellent place for Financial Accountants to thrive and make a meaningful impact in the insurance industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Motherwell
✨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 in Motherwell
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.
