Customer Service Agent

We are looking for individuals to join as a Customer Service Agent, where you will develop your career as a Customer Service Agent within the insurance sector. As a Customer Service Agent, you will work as part of a team providing customer support across a range of insurance brands.

This is an exciting opportunity for those passionate about delivering excellent customer service, building relationships, and developing a long-term career within insurance. Whether you are starting out in an office environment or bringing existing customer service experience, full training and ongoing support will be provided.

You will be working in a fast-paced, supportive and engaging environment where customer experience is at the heart of everything we do.

Key Responsibilities

• Answering inbound customer calls and handling queries professionally
• Managing customers throughout the lifecycle of their insurance policy
• Renewing policies and supporting new sales opportunities
• Delivering excellent customer service across all interactions via phone and email
• Updating and maintaining accurate records on internal systems
• Handling customer complaints in line with procedures and regulatory guidelines
• Liaising with veterinary practices, breeders, policyholders, and third-party partners (pet insurance roles)
• Supporting claims administration and document processing where required
• Producing correspondence for customers, partners, and stakeholders
• Working collaboratively to ensure positive customer outcomes and retention

About You

• Previous customer service experience (retail, hospitality, contact centre or office-based roles)
• Strong communication skills with the ability to remain calm, professional, and empathetic
• Comfortable working in a busy, target-driven environment
• Resilient, hardworking, and able to manage pressure
• Willing to learn, develop, and work as part of a team
• High attention to detail and good computer/keyboard skills
• Ability to take ownership of customer queries and resolve issues effectively
• Comfortable working in a noisy contact centre environment
• Self-motivated with a proactive approach to personal development
• Awareness that targets and performance metrics are a key part of the role

Benefits

• Competitive salary with progression opportunities
• 24 days annual leave plus Bank Holidays (increasing with service in some roles)
• Option to purchase additional annual leave
• Health Cash Plan (where applicable)
• Life Assurance (up to 4x salary in some roles)
• Pension scheme and income protection (brand dependent)
• Employee discount and cashback schemes (shopping, travel, dining and more)
• Structured learning, training and development pathways
• Career progression within a growing insurance group
• Modern office environments with social and well-being initiatives
• Free parking
• Employee referral schemes