Customer Service Advisor

Customer Service Advisor

Personal Lines


We are looking for an experienced candidate with previous Insurance knowledge to work as a Customer Service Advisor within our personal lines department.

Job Purpose:

To deliver a quality service to existing and new customers, to maximise customer satisfaction, margins, renewal retention and new business conversion, and to improve business profitability and own knowledge of insurance.

Main tasks and responsibilities:

  • Act in a compliant and professional manner at all times.
  • Maximise margins and renewal retention by ensuring that the company procedures are carried out in a timely manner
  • Maximise new business conversion through effective sales closure.
  • Re-solicit failed quotations and lapsed policies to maximise sales revenue.
  • Maximise cross-selling and up-selling opportunities through proactive initiatives, such as capturing customers’ renewal dates.
  • Implement marketing initiatives that generate organic leads.
  • Generate revenue through appropriate referrals to partners.
  • Carry out competitor comparisons, including benchmarking opening hours, working practices, TOB, premiums, fees and literature.
  • Process mid-term adjustments on customer’s policies, and challenge and endeavor to save cancellation requests.
  • Maintain service levels in accordance with customer expectations and the company service standards.
  • Handle customer enquiries received by telephone, post, facsimile, e-mail and other means.
  • Ensure that all work is carried out to the highest standards and is compliant with Office Procedures Manual and our regulators.
  • Develop and maintain good relationships with insurers and knowledge of existing and new products.
  • Handle first response complaints in a timely manner.
  • Be aware of the company Business Plan and its main objectives.
  • Assist with the integration of acquired books of business.
  • Carry out any other duties as reasonably requested by the line manager.



At least 2 years experience in an insurance customer servicing role.
An excellent understanding of personal lines insurance procedures and products.
An ability to communicate effectively at all levels.


Knowledge of Open GI computer system.
Progression towards Foundation Insurance Test / Certificate in Insurance.

Job Types: Full-time, Permanent

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