As a Home Insurance Agent, you will support policy holders when they need urgent assistance with issues such as storm damage, a collapsed roof, loss of heating, or loss of water. You will be their first point of contact, providing reassurance, understanding the situation, and arranging a prompt and appropriate response. We're looking for people who can show empathy in difficult situations, remain calm under pressure, pay close attention to detail, and focus on finding the right solution for each policyholder. What You'll Typically Be Doing Your day-to-day responsibilities may include: - Handling urgent calls from policy holders experiencing home emergencies - Listening carefully, showing empathy, and providing reassurance during stressful situations - Assessing the situation and arranging a prompt and appropriate response - Remaining calm and professional under pressure - Accurately capturing information on CRM systems - Following policies and procedures to ensure cases are handled correctly - Working with your team leader for guidance and support when needed - Taking part in ongoing coaching and development following your initial training, For the first 5 weeks of employment, you will work Monday to Friday, 9:00am-5:00pm as part of your training. Following completion of the training period, you will move onto the rotating shift pattern below. Shift Pattern After completing the 5-week training period, you will move onto a 4-week rotating shift pattern. The pattern will then repeat every 4 weeks.
- The shift structure outlined below is the current planned pattern and may be subject to change. Further confirmation of the final hours will be provided in due course
- Week 1 - 4 days
- Monday, Tuesday, Thursday and Friday
- 10:00am-6:30pm
- Week 2 - 6 days
- Tuesday to Sunday
- 12:30pm-9:00pm
- Includes Saturday and Sunday
- Week 3 - 4 days
- Tuesday to Friday
- 11:00am-7:30pm
- Week 4 - 6 days
- Monday, Tuesday, Wednesday, Friday, Saturday and Sunday
- 9:00am-5:30pm
- Week 1 - 4 days
Full training is provided, so previous experience in insurance or claims handling is not essential.
What We're Looking For
We welcome applications from people who are:
- - Excellent communicators and active listeners with a professional telephone manner
- - Empathetic and compassionate, with the ability to understand and reassure customers during stressful situations
- - Confident communicators with a professional telephone manner
- - Strong listeners who enjoy helping customers
- - Comfortable working in a fast-paced contact centre environment
- - Motivated, reliable, and open to feedback, coaching, and development
- - Experience in customer service, telesales, insurance, or call centre work is helpful but not essential.
Important: This four-week rota will repeat on an ongoing basis. Availability to work the full rota, including both 4-day and 6-day weeks and weekend shifts, is an essential requirement of the role. The above 4-week rota will repeat on an ongoing basis following completion of the training period.
About The Telemarketing Company
We are one of the UK's leading outbound telemarketing and customer contact agencies, with over 30 years of experience and around 250 colleagues. We are family-owned, proud holders of Silver Investors in People accreditation, and members of the Brighton Real Living Wage campaign. Inclusive Employer
Benefits Include:
- - 28 days annual leave (increasing up to 33 days with service)
- - 24/7 wellbeing and counselling support for you and up to 3 family members
- - Gym staff discount
- - Online learning platform with 65,000+ training courses
- - Monthly bonus opportunities depending on role and campaign
- - Company social events, team activities, and community fundraising initiatives throughout the year
- - A welcoming, diverse team where you'll be supported from day one
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