At a Glance
- Tasks: Support home insurance customers by handling enquiries and resolving claims.
- Company: Join a diverse and inclusive organisation focused on customer relationships.
- Benefits: Weekly pay, work from home options, comprehensive training, and employee perks.
- Other info: Vibrant team environment with opportunities for career growth.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Strong communication skills and a passion for helping others.
Do you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there's a role here for you!
We're currently looking for understanding people to join our contact centre teams supporting our home insurance customers across our various banking brands.
Pay: £14.40p/hr
Contract Type: Temporary
Contract Length: 6 months
Start Date: 14th September 2026
Working Pattern: Full Time, 35 hours per week
Shifts: Monday to Friday (8 AM - 6 PM), Saturday (9 AM - 1 PM) - every other Saturday with a weekday off
Training: For your first 7-8 weeks you will receive a thorough training programme focused on getting you prepared for supporting customers. Training will be Mon-Fri 9-5, and will be based from our Halifax site.
Work From Home: After 8 weeks training you can work from home 3 days per week. After training you pick your workplace - attending either office in Halifax OR Leeds on a 2 days per week basis.
What You'll Do:
- Handle customer enquiries on new and existing home insurance policies.
- Log new claims and provide updates throughout the claims process.
- Support customers with complex queries and case resolutions.
- Investigate and resolve complaints in line with company procedures.
- Explain policy decisions, including declines, cancellations, and underwriting outcomes.
What We Offer:
- Work from home 3 days per week (after training sign off)
- Weekly Pay
- Comprehensive training and ongoing support to ensure your success
- A vibrant and supportive team environment
- Opportunities to develop your skills in the financial services industry
- Online payslips
- Dedicated aftercare team
- Annual leave allowance
- Employee Assistance Programme
- Access to Able Futures
- Eyecare vouchers
- Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
- Smart Spending App
- Workplace Pension scheme
What We're Looking For:
- Crucially, you're a people person - working with your team to provide an essential service to our customers.
- The emotional intelligence to put yourself in the customers' shoes, ask the probing questions needed to determine how we can best meet their needs.
- The passion and commitment to deliver on your promises and to go above and beyond for people to ensure their policies needs are met.
- Adhere to processes but also be able to think creatively on your feet when required and use your judgment to do the right thing.
- Strong attention to detail and really great communication skills to construct written correspondence when required as well as talking to customers over the phone.
Why Join Us?
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So, if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Customer Service Advisor - Claims in Leeds employer: Pontoon
Pontoon is an excellent employer, offering a dynamic work culture that fosters creativity and collaboration in the heart of London. With flexible working arrangements and a strong emphasis on professional development, employees are empowered to grow their skills while contributing to innovative AI-driven solutions in the banking sector. Join us to be part of a team that values your input and encourages meaningful contributions to customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Claims in Leeds
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Pontoon.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Pontoon. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor - Claims in Leeds
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Pontoon.
How to prepare for a job interview at Pontoon
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Pontoon's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Pontoon offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
