SME Customer Success Advisor (Insurance)

Location: Scotland, Glasgow City Centre; hybrid working

Company

Insurance broker serving small businesses, sole traders, landlords, and high-growth technology firms through advisory, broking, and a self-service online platform.

What you will do

• Manage escalated enquiries, complaints, and complex customer cases.
• Identify root causes and implement long-term solutions to customer issues.
• Collaborate with underwriting, operations, and other teams to resolve customer challenges.
• Analyse service processes, design workflow improvements, and reduce response times.
• Use data, KPIs, and customer insights to improve service quality and customer success strategies.
• Respond to leads, assess insurance needs, guide onboarding, negotiate terms, close deals, and manage the outbound sales pipeline.

Requirements

• Experience in customer success, customer service, or client support, ideally in insurance or another regulated industry.
• Ability to manage complex customer issues and escalations effectively.
• Strong communication, interpersonal, organisational, and problem-solving skills.
• Analytical approach with experience using data for decisions and process improvements.
• Ability to work with multiple systems, adapt to new technologies, and support peers in a small team.
• Understanding of insurance products, policies, and regulatory frameworks is preferred.

Culture & Benefits

• Hybrid working arrangement.
• 25 days of holiday.
• Private health and dental insurance through Vitality.
• Competitive pension, salary-sacrifice benefits, and access to Mintago financial wellbeing services.
• Access to Spill mental health support, a cycle-to-work scheme, and a modern office with regular team events.