Introduction
At Pen, we don’t just underwrite risk, we unlock possibility. We’re a dynamic underwriting and distribution business backed by the strength of Gallagher and powered by a belief that every challenge has a solution. With entrepreneurial energy, niche expertise, and a bold growth mindset, we’re transforming what it means to be an MGA in today’s insurance landscape. Whether you’re shaping new products, solving complex problems, or collaborating across teams, your ideas and initiative will help deliver smarter solutions for our clients—and move the industry forward. Here, agility meets stability. Creativity meets execution. And your career meets real opportunity. At Pen, we champion innovation, value accountability, and thrive on building something better together. If you’re looking to join a team that’s rewriting the future of underwriting, we’d love to hear from you.
Overview
Pen Underwriting is looking for a Customer Service Advisor to join their team based in Liphook.
This is a great opportunity for someone with strong customer service and administrative skills who enjoys building relationships, solving problems and delivering excellent service. Whether you have previous insurance experience or are looking to transfer your skills from another customer focused environment, we would love to hear from you.
Working as part of a supportive team, you will act as a key point of contact for brokers, helping to manage enquiries, maintain accurate records and support the smooth day to day running of the business. This is a varied role that would suit someone who is organised, proactive and enjoys working in a fast paced environment.
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Handle inbound and outbound calls, providing a professional and friendly service.
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Act as a key point of contact for brokers, responding to enquiries by phone and email.
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Manage team mailboxes and ensure tasks are completed within agreed timescales.
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Update internal systems with accurate customer, policy and communication records.
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Run reports and follow up on outstanding information and policy requirements.
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Process claims cover requests and support policy trading activities in line with company procedures.
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Work closely with colleagues across the business to resolve account and policy related queries.
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Escalate more complex issues to underwriters where required.
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Ensure all work is completed in line with regulatory, compliance and quality standards.
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Contribute to delivering an excellent customer experience and maintaining strong broker relationships.
About You
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Proven experience in a customer service or call-handling role, ideally within a fast-paced environment.
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Excellent verbal and written communication skills, with the ability to handle challenging conversations confidently.
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Strong organisational skills and the ability to manage multiple tasks and priorities effectively.
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Proficiency in Microsoft Office applications and the ability to quickly learn internal systems.
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High attention to detail and a proactive, problem-solving mindset.
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Resilience and confidence in managing high call volumes and meeting targets or deadlines.
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Professional, approachable, and aligned with the organisation's values and operating principles.
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Self-motivated with the ability to work independently, taking ownership and accountability for workloads.
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A positive and enthusiastic attitude, with the ability to adapt and thrive in a fast-paced, evolving team environment.
Compensation and benefits
At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.
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Competitive compensation
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Comprehensive benefits programs designed to support your well-being
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Career development opportunities and ongoing learning
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A collaborative, people-first culture with accessible leadership
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The opportunity to do meaningful work with global reach and local impact
At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Although this role is listed as full-time, if you’re in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.
Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)
