Customer Service Advisor

Closing date

20 Oct 2025

Reporting to

Branch Manager

Job description

PURPOSE OF THE ROLE

• To work within the Customer Services team responding to customer enquiries regarding new & existing policies in an appropriate manner.

• To administer renewals within service standards.

• To issue documentation within service standards.

• To support the firm’s goals by demonstrating excellent customer service skills.

KNOWLEDGE & EXPERIENCE

• Educated to GCSE standard including Maths and English or the UK equivalent.

• Has undertaken (or is willing to undertake) relevant customer service and insurance training.

• Good computer skills and knowledge of Microsoft Office, Outlook and internet.

SKILLS REQUIRED

• Excellent telephone manner, customer service skills and the ability to work under pressure.

• Effective communication skills.

• Ability to gather and analyse information from the customer.

• Ability to identify and match the products available with customer requirements.

• Ability to identify and respond appropriately to an individual customer’s level of understanding.

• Ability to persuade and influence others.

EXPECTED BEHAVIOURS

• Act in an honest and open manner at all times with both the customer and the firm in all matters.

• Have a customer focused approach.

• Ensure that business transactions are conducted in a way that is clear and straightforward.

• Act with integrity by demonstrating fairness and impartiality.

• Actively seek feedback from customers and report such feedback to the appropriate member of staff.

Accountabilities / Responsibilities

• To take initial calls from customers regarding new business policies, midterm adjustments and existing policy renewals whilst working within the guidelines provided at all times.

• To process and resolve customer requests in a polite and efficient manner.

• To comply at all times with the requirements of the firm’s own procedures, the Financial Services and Markets Act 2000 and FSA regulations.

• To be aware of, and to follow at all times, the firm’s policy on Treating Customers Fairly.

• To be aware of, and to follow at all times, the firm’s standards of ethical behaviour.

• To maintain professional competence by complying at all times with the Training and Competence procedures of the firm.

• To maintain customer records accurately and securely, in accordance with firm’s own record keeping requirements and following data protection rules.

• To support the department in administration duties and complete all supporting documentation in a timely, accurate and compliant manner.

• Notify policy underwriters of any adjustments, calculate any premium changes.

• To support the departmental Key Performance Indicators and sales targets as directed by the Senior Management Team.

• To undertake all other duties as reasonably required and directed.