Job Overview
The Insurance Adviser plays a key role in delivering high-quality insurance advice and exceptional customer service across our personal lines business. The role involves handling new business, renewals, mid-term adjustments, and customer enquiries efficiently and compliantly, ensuring that customers receive fair, transparent, and suitable insurance solutions. The Insurance Advisor will contribute directly to the team’s performance targets while upholding the company’s values, compliance standards, and commitment to treating customers fairly.
Duties
Customer Service & Sales
· Provide professional advice to customers on motor, home, and related personal lines insurance products.
· Handle enquiries via telephone, email, and in person in a courteous, efficient, and accurate manner.
· Offer suitable quotations, explain cover options clearly, and ensure customers understand their policy terms and benefits.
· Manage renewals proactively to maximise retention and customer satisfaction.
· Identify and convert cross-sell and up-sell opportunities where appropriate, ensuring recommendations are suitable and compliant.
· Maintain high standards of customer care in all interactions, in line with company values and regulatory expectations.
Policy Administration
· Accurately process new business, renewals, mid-term adjustments, and cancellations.
· Ensure all documentation is produced promptly, checked for accuracy, and filed according to company procedures.
· Update customer records to reflect all transactions and communications.
· Liaise with insurers and underwriters to obtain terms, resolve queries, and ensure smooth policy administration.
· Follow all internal workflow processes to maintain consistency and efficiency.
Compliance & Quality
· Comply with all FCA regulations and internal compliance procedures.
· Ensure customer outcomes meet the principles of Treating Customers Fairly (TCF) and Consumer Duty.
· Handle customer information in line with GDPR and data protection requirements.
· Participate in regular training and quality assurance reviews to maintain competence and product knowledge.
· Report any potential breaches or customer detriment promptly to the Team Manager.
Teamwork & Collaboration
· Work effectively within the team to meet collective targets for income, conversion, and retention.
· Support colleagues with workload during busy periods and share best practice across the team.
· Participate in team meetings, performance reviews, and training sessions.
· Provide feedback to the Team Manager to support process improvements and product development.
Skills & Experience
· Strong customer service and communication skills (verbal and written).
· Confidence in explaining insurance products and policy details clearly and professionally.
· High attention to detail with good administrative and IT skills.
· Ability to manage workload efficiently and meet deadlines.
· Understanding of FCA compliance principles (training can be provided).
Personal Attributes
· Customer-focused, professional, and empathetic communicator.
· Proactive and motivated, with a positive attitude toward targets and service quality.
· Reliable team player with strong interpersonal skills.
· Willingness to learn and develop within the role and business.
· Calm and resilient under pressure, maintaining accuracy and composure.
Performance Indicators (KPIs)
· Achievement of individual and team income, conversion, and retention targets.
· Quality assurance scores and compliance audit outcomes.
· Customer satisfaction and feedback results.
· Accuracy and timeliness of policy documentation.
· Contribution to team culture, collaboration, and development.
Experience
- Proven experience in insurance sales or related roles such as telemarketing or customer service within the financial services sector
- Strong negotiation skills with the ability to close sales effectively
- Excellent communication skills, both verbal and written.
- Excellent IT skills including the Microsoft Office suite
- Demonstrated analysis skills to assess client needs and tailor solutions accordingly
- Experience with sales administration tools and CRM systems such as Acturis
- Ability to work independently as well as part of a team in a fast-paced environment
- Knowledge of marketing principles relevant to insurance products is desirable
This role offers a rewarding career path for motivated individuals eager to develop their expertise in the insurance industry while delivering outstanding service to clients.
Pay: £25,000.00-£26,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
Application question(s):
- How many years insurance experience do you have?
- How long is your current notice period?
Experience:
- Customer Service: 3 years (preferred)
Work Location: In person
