At a Glance
- Tasks: Help clients keep their insurance by solving problems and providing excellent support.
- Company: Join a diverse and inclusive team at Usay Compare.
- Benefits: Enjoy 34 days of leave, health insurance, and great career growth.
- Other info: Work in a supportive environment with ongoing training and development.
- Why this job: Make a real difference by turning cancellations into happy clients.
- Qualifications: Strong communication skills and a customer-focused mindset are essential.
Ready to use your customer skills in a more specialist, regulated role? If you enjoy problem solving, talking to people, and turning “I want to cancel” into “I’m glad I stayed”, this could be a great next step for you. As a Policy Support Adviser in our Protection retentions team, you’ll be at the heart of protecting our client base, making sure every conversation is compliant, empathetic and commercially smart.
About the role
As a Policy Support Adviser, you’ll handle inbound and outbound contact from clients who are considering cancelling their insurance policies. You’ll investigate the reasons behind cancellations, liaise with insurers where needed, and use structured objection-handling techniques to find the best outcome for the client and the business. You’ll also manage your daily investigation list, ensuring agreed contact levels are met and all actions are accurately recorded in line with FCA and DPA requirements.
Key responsibilities
- Client retention: Handle cancellation enquiries, understand client needs, and use structured objection-handling to retain policies.
- Compliance: Work in line with FCA and DPA requirements.
- Communication: Provide clear, accurate advice; respond promptly to queries; record all interactions correctly.
- Collaboration: Work with Sales and Insurers to investigate cancellation reasons and agree the best approach.
- Administration: Keep systems updated, maintain accurate policy records, and complete all daily investigation tasks.
- Continuous development: Attend training, build product knowledge and maintain high standards of quality and accuracy.
Who we’re looking for
- Confident communicator: Strong phone presence and clear communication.
- Customer focused: Listens well and delivers great outcomes.
- Resilient and persuasive: Comfortable handling objections and keeping clients onboard.
- Regulation aware: Ideally with FCA-regulated or target-driven experience.
- Team player: Works smoothly with Sales, Renewals and Insurers.
- Driven to improve: Motivated to learn and maintain high standards.
Benefits
- 34 days annual leave (Inclusive of UK Statutory Bank Holidays) - (rising to 36 after 2 years)
- Income Protection, Life Assurance & sick pay entitlement
- Subsidised Private Health Insurance
- Employer Pension Contributions
- Enhanced Maternity & Paternity Leave
- Annual Flu Jabs, Digital GP access and Wellbeing App
Ready to apply?
If this sounds like you, and you want to grow your career in a regulated, customer-focused environment, click “Apply” and submit your CV and a short note on why you’d be a great Policy Support Adviser.
Usay Compare, part of Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.
Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.
Protection Retentions Handler in South Cerney employer: Usay Compare
At Usay Compare, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With generous benefits such as 34 days of annual leave, enhanced family leave, and access to private health insurance, our team members are empowered to thrive in their roles while making a meaningful impact in a regulated environment. Join us in our mission to provide exceptional customer service and enjoy the unique opportunity to develop your skills in a collaborative and dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Protection Retentions Handler in South Cerney
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Usay Compare. 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 Usay Compare 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 Protection Retentions Handler in South Cerney
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 Usay Compare:Your cover letter is your chance to shine! Tell us why you want to work at Usay Compare 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 Usay Compare!
How to prepare for a job interview at Usay Compare
✨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.
