At a Glance
- Tasks: Help customers with insurance queries and provide excellent service while identifying sales opportunities.
- Company: Join Policy Expert, the UK's No.1-rated home insurer with a vibrant workplace culture.
- Benefits: Enjoy competitive salary, enhanced holiday packages, career development, and employee wellbeing programmes.
- Other info: Hybrid work available after probation, with a focus on career growth and inclusivity.
- Why this job: Develop your skills in a dynamic role that combines customer service and sales.
- Qualifications: Passion for helping customers and strong communication skills are essential.
The predicted salary is between 26000 - 27000 £ 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 Customer Sales & Service Advisors. Curious minds who want to help customers, build their skills and create something bigger for themselves. This is a cross-skilled role, combining both sales and customer service. You’ll support customers throughout their journey with Policy Expert, from their first enquiry and getting a quote, through to purchasing a policy and managing their ongoing needs.
What’s In It For You:
- This role will be based in our Milton Keynes 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 £26,000 - £27,000
The Role:
As a Customer Sales & Service Advisor, you’ll play a key role in delivering great customer experiences while supporting the growth of our business. You won’t be limited to either sales or service. Instead, you’ll develop the skills and confidence to do both. One moment, you could be helping a customer with a policy query, supporting them through live chat or resolving an issue. The next, you could be discussing their insurance needs, identifying an opportunity and helping them find the right cover. You’ll handle a variety of customer interactions across phone, live chat, email and other communication channels, providing a high level of service while also recognising opportunities to support our customers with relevant products and services. It’s a role that combines customer service, sales, communication and problem-solving, giving you the opportunity to build a broad skill set and develop your career within Policy Expert.
Main Responsibilities:
- Creating Memorable Experiences: Put the customer at the heart of every interaction. Handle a variety of inbound calls relating to insurance enquiries, quotes, purchases, renewals and general policy queries, while delivering a friendly, professional and positive experience.
- Sales & Service: Confidently support customers from enquiry through to purchase, while continuing to provide excellent service to existing customers. Identify relevant opportunities to offer additional products or services and help customers find solutions that meet their needs.
- Handling Enquiries: Manage customer interactions across inbound calls, live chat, emails and letters. Proactively take inbound calls when required and efficiently complete associated administrative tasks.
- Operational Excellence: Work efficiently and effectively to meet KPIs, call handling targets and service levels, while maintaining high standards of quality, compliance and customer experience.
- Resolving Issues: Take ownership of customer queries and complaints, working to understand the issue, provide appropriate solutions and achieve a positive outcome wherever possible.
- Communication: Communicate clearly, confidently and with empathy across a diverse range of customers and situations. Adapt your approach depending on whether you’re supporting a customer with a service query or having a sales conversation.
- Knowledge Mastery: Build and maintain a strong understanding of our products, processes, systems and regulatory requirements, ensuring customers receive accurate and up-to-date information.
- Taking Care of the Details: Complete workloads within required deadlines and maintain high standards of accuracy and quality, in line with FCA guidelines and best practice. Keep up to date with changes to products, processes and industry regulations.
- Foster Trust & Inclusion: Contribute to a workplace culture built on empathy, honesty and open communication, where every team member feels valued and empowered to contribute.
- Supporting the Wider Business: Work collaboratively across different areas of the business, supporting customers throughout their journey and contributing to both sales and service activity as required.
Apply Now - and Take the Next Step:
If you’re ready to take ownership of your career, grow your skills and become a truly cross-skilled sales and service professional, this could be the perfect next move for you. CV: We’ll anonymise all applications before review to make sure everyone is considered fairly. 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. We aim to be in touch within 3 working days – whether successful or not. And 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.
Call Centre Agent in Milton Keynes 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 Call Centre Agent in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Policy Expert. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Policy Expert before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Agent in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Policy Expert:Your cover letter is your chance to shine! Tell us why you want to work at Policy Expert specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Policy Expert!
How to prepare for a job interview at Policy Expert
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
