Customer Support Expert (Insurance)

TL;DR

Customer Support Expert (Insurance): Managing inbound phone-based broker services and administrative workflow with an accent on service excellence and broker relationship management. Focus on providing knowledgeable insurance support, handling complex enquiries, and improving retention through exceptional customer experience.

Location: Hybrid (York, UK). Must be in the office 4-5 days per week during on-boarding (up to 6 months), then minimum 2 days per week.

Company

An international specialist insurer focusing on unique and interesting risks since 1901.

What you will do

• Deliver best-in-class service to brokers via phone, email, webchat, and social media.
• Manage client enquiries, adjustments, and triage requests to underwriting teams.
• Provide expert insurance information to help High Net Worth brokers make informed decisions.
• Build rapport and demonstrate empathy to encourage brand loyalty and retention.
• Collaborate with Underwriting, Claims, and Operations Support teams to ensure mutual support.
• Continuously update product knowledge and share learning internally to improve team expertise.

Requirements

• Experience within a customer or client-focused sector.
• Excellent verbal and written communication skills (high standard of spelling and grammar).
• Proven ability to take ownership and manage an independent workload.
• Strong team player with a commitment to continuous improvement.
• Ability to listen actively and translate information into practical support.
• Detail-oriented approach to delivering service excellence.

Nice to have

• Experience in organizations known for innovative customer service excellence.
• Experience working with strong brand values.

Culture & Benefits

• Hybrid working model to encourage a healthy work-life balance.
• Full training provided, meaning no prior insurance experience is required.
• Collaborative and inclusive company culture that encourages challenging convention.
• Opportunity to work within an ambitious, international specialist insurer.