Customer Service Advisor

Customer Service

Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013.

We’re looking for passionate people to join us as Policy Expert – curious minds who want to help customers and build something bigger for themselves. Whether you’re fresh into the working world or looking to pivot into a new path, we’ll meet you where you are – and help you grow further than you thought possible.

The Role

As a Customer Service Representative, you’ll be the friendly voice on the other end of the phone, live chat, or email – helping customers update their policies, answering queries, and delivering a service that makes them feel supported and valued.

Every interaction is a chance to make a difference – and we’ll equip you with the tools, training, and team spirit to shine.

What You’ll Be Doing:

Creating Memorable Moments

Handle inbound calls from customers around policy changes or general guidance

Provide clear, helpful guidance with every interaction

Managing Enquiries

Correspond via live chat, email, or written letters

Proactively make outbound calls to follow up or assist customers

Problem Solving & Admin

Resolve queries and complaints efficiently and understanding

Complete admin tasks and updates accurately, meeting FCA standards

Champion adding Value

Identify opportunities to upsell relevant products where appropriate

Keep up to date with our products, systems, and industry changes

Key Attributes for Success:

A confident communicator who can build rapport quickly

Strong written and verbal communication skills

High attention to detail with a calm, organised approach

Someone who enjoys working to goals and embraces change

Experience in a customer-facing role (contact centre experience is a plus, but not essential!)

What’s In It For You

This role will be based in our Motherwell office

Career Development and professional qualifications

Enhanced Holiday, Maternity and Paternity Packages

Social events throughout the year and vibrant workplace atmosphere

Employee Wellbeing Programme

Buy and Sell Holiday Scheme

Life Assurance x4 your salary

Prayer room in office

Financial Wellbeing Support through Bippit

Our application process consists of:

A telephone-based Interview with a member of our Talent Acquisition Team

An Online Skills Assessment

Final face-to-face interview with the Departmental Manager

Apply Now ️

Ready to take your career to the next level? Apply today to join our growing team and help shape the future of our business!

This isn’t just a role – it’s an opportunity to be part of something special. If you want to make your mark in a growing, forward-thinking company, we’d love to meet you!

What We Stand for and Next Steps We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment”

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 7 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.