Customer Service Advisor
Policy Expert
Date: 11 hours ago
City: Motherwell, Scotland
Contract type: Full time
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
If you're ready to join a team that values great service, big ambition, and a people-first approach – we'd love to hear from you.
We're proud to be an equal opportunity employer and welcome applications from all backgrounds. If you need any adjustments during the process, just let us know – we're here to help.
You'll hear from us within 7 working days of applying – whether successful or not. And remember even if you don't tick every box, if you're passionate and curious, we encourage you to apply.
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 support
- Provide clear, helpful guidance with every interaction
- Respond via live chat, email, or written letters
- Proactively make outbound calls to follow up or support customers
- Resolve queries and complaints efficiently and empathetically
- Complete admin tasks and updates accurately, meeting FCA standards
- Identify opportunities to upsell relevant products where appropriate
- Keep up to date with our products, systems, and industry changes
- 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!)
- Based in our Motherwell office
- Flexible working hours around core hours
- Career development & professional qualifications
- Enhanced holiday, maternity & paternity packages
- Fun, inclusive culture with regular social events
- Employee wellbeing programme
- Employee of the month award and various incentives
- Buy and Sell Holiday Scheme
- Life Assurance x 4 times your salary
- Prayer room in office
- Financial Wellbeing Support through Bippit
- An Online Skills Assessment
- A telephone-based Interview with a member of our Talent Acquisition Team
- Final face-to-face interview with the Departmental Manager
If you're ready to join a team that values great service, big ambition, and a people-first approach – we'd love to hear from you.
We're proud to be an equal opportunity employer and welcome applications from all backgrounds. If you need any adjustments during the process, just let us know – we're here to help.
You'll hear from us within 7 working days of applying – whether successful or not. And remember even if you don't tick every box, if you're passionate and curious, we encourage you to apply.
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