Customer Service Advisor - Insurance

Do you an expert in Insurance? Are you passionate about delivering outstanding customer service and ensuring that each customer’s needs are met with expertise and care? If you’re ready to make a difference, then look no further! We have an exciting opportunity within our dynamic outsourced contact centre, where you’ll play a vital role in maintaining the highest standards of customer service and experience.

BIBA is the UK's leading general insurance intermediary organisation, connecting customers to trusted insurance brokers. With hundreds of thousands of inquiries each year, BIBA is committed to providing outstanding service that mirrors the quality of its products. As a Customer Service Advisor, you’ll play a crucial role in upholding these high standards while representing BIBA’s exceptional brand.

Please note, this role is a 12 month fixed term contract, starting on 30/11/2026.

What you will be responsible for:

• Answering calls and asking relevant questions to connect customers with the appropriate insurance brokers.
• Selling the value and benefits of the BIBA portfolio to both new and existing customers, ensuring they understand their options.
• Displaying excellent customer service and negotiation skills to maximize the potential of each call and build trust with customers.
• Embracing the challenge of handling customer queries and objections, maintaining a solution-focused and empathetic approach.
• Accurately logging all call outcomes, ensuring precise and timely data entry.

What you’ll bring to the table:

• A genuine passion for delivering exceptional customer service with an empathetic, customer-first approach.
• Boldness in your ability to handle a variety of customer inquiries, confidently resolving challenges and finding the best solutions.
• Strong written and verbal communication skills, enabling you to build trust and communicate effectively with customers.
• Experience working in a customer-facing environment, particularly within the insurance or customer service industry.
• Confidence with IT systems and the ability to navigate customer service software.
• Flexibility, professionalism, and the drive to learn and grow in a dynamic environment.
• A self-motivated mindset, capable of managing objections and turning difficult situations into positive outcomes.

Working Hours and Location:

• Full time - 37.5 Hours per week
• 09:30-18:00 Monday to Friday
• Fully remote, UK based only

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

Windows

MUST be a Windows 11 compatible machines, but MUST also be equipped with the following:

Windows 11 25H2 or later

8th Generation (or later) Intel i5 processor or 3rd Gen (or later) AMD Ryzen processor

16GB RAM Minimum

15GB+ Free Storage Space

Apple/macOS

MUST be equipped with the following:

macOS 15 (Sequoia) or later

16GB RAM Minimum

15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone

You MUST have an Apple or Android smartphone equipped with either iOS 18.0 (or later) or Android version 14.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements:

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps

Please be advised we do not support any connection based on mobile networks

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.

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