Call Centre Customer Service Agent – Personal Lines Motor Insurance

Position: Customer Service Agent
Department: Customer Service (Motor)
Reports to: Customer Experience Manager
Location: Twickenham (on-site)

Role Overview

Main duties include handling inbound and outbound customer calls relating to motor insurance, assisting with policy queries, providing quotations, and processing mid-term adjustments. The role also involves dealing with finance-related enquiries including arrears and monthly payments, as well as processing policy cancellations in line with company procedures and regulatory requirements.

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Working within the customer service department you must have exceptional attention for detail and provide a service of the highest possible standard.

Key Responsibilities

• You will be taking inbound calls from customers looking to make changes to their policy and queries relating to their finance agreements.
• Outbound calls will also need to be made to customers to chase outstanding items required to complete their policy and to customers who are in arrears or have an outstanding balance to pay.
• Working within the customer service department you must have exceptional attention for detail and provide a service of the highest possible standard.
• Working to deadlines you will also be required to liaise with our internal underwriters and our insurer partners to provide the best possible service to our customers.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisations.

Qualifications

• Minimum of GCSE (or equivalent) in English and Maths.
• CII (Chartered Insurance Institute) qualifications or willingness to work towards them (desirable).

What We Offer

• Competitive salary with performance-related incentives.
• Full training and ongoing professional development.
• Support in achieving industry-recognised qualifications (e.g., CII).
• Opportunities for career progression within a growing brokerage.
• A supportive team environment with recognition and rewards.