Claims Support Advisor - #149590

Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013.

We're looking for empathetic, positive and customer-focused people to join us at Policy Expert – who can make a real impact by delivering high-quality solutions that enhance our customers' experiences. Whether you're fresh into the working world or looking to pivot into a new path, we'll meet you where you are.

The Role

You'll be at the forefront of creating a strong customer experience when our customers need us most. You will embodying the empathetic and professional spirit of Policy Expert. Every interaction is a chance to shine, ensuring that each customer feels valued and supported.

You'll be the friendly and helpful voice that leaves a lasting impression, making every call a positive and memorable experience!

What You'll Be Doing:

• Empathy That Matters As the first point of contact for our customers, you'll be a calm, reassuring voice in times of stress. You'll listen with care, demonstrate genuine empathy, and guide each customer through the claims process with patience and professionalism.
• Driving Positive Outcomes Your mission will be to deliver efficient, accurate, and fair support. You'll take pride in resolving claims quickly and transparently, helping customers return to normal life and back on the road with confidence and peace of mind.
• Expert Guidance, Backed by Training With a solid understanding of the insurance sector, you'll confidently assist customers through each step of their claim. We'll support you with ongoing training and development, ensuring you're always equipped to provide exceptional service.
• Creating Memorable Customer Experiences You'll play a key role in upholding our customer service standards, managing inbound calls and ensuring every interaction leaves a positive impression. Your professionalism and commitment will help build trust with every customer you support.
• Flexible and Resilient in a Fast-Paced Environment No two days are the same. From minor incidents to more complex claims, you'll adapt with ease, stay composed under pressure, and ensure each customer feels heard and valued.
• Detail-Oriented and Compliance-Focused You'll ensure all claims are handled in line with FCA regulations and company best practices. Staying up to date with our latest products, processes, and industry developments will be key to maintaining high-quality, compliant outcomes.
  
  

Key Attributes for Success

• Empathetic Communicator - You naturally build rapport and show genuine care, offering support and understanding when customers need it most.
• Customer-Driven - You're committed to delivering strong outcomes through efficient, effective, and compassionate service.
• Integrity-Led - You operate with honesty and transparency, always adhering to industry regulations and ethical standards.
• Insurance Savvy -With a solid understanding of insurance processes, you provide confident, knowledgeable guidance throughout the claims journey.
• Adaptable and Resilient - You remain calm and capable under pressure, thriving in dynamic, fast-paced environments with changing demands.
• Collaborative Team Member - You enjoy working with others, contributing to a positive, team-oriented culture that puts customers first.
• Performance-Focused - You have experience in target-driven roles and consistently aim to meet—and exceed—performance goals.
  
  

What's In It for You?

• Based in our Motherwell office
• Supportive team culture
• Career development & professional qualifications
• Enhanced holiday, maternity & paternity packages
• Social events & a vibrant workplace atmosphere
• Wellbeing programme to support your personal and professional life
• Buy and Sell Holiday Scheme
• Life Assurance x 4 times your salary
• Prayer room in office
• Financial Wellbeing Support through Bippit
• Hybrid Working Option after Passing Probation
  
  

Our application process consists of: -

• An Online Skills Assessment
• A telephone-based Interview with a member of our Talent Acquisition Team
• Final face-to-face interview with the Departmental Manager
  
  

If you're ready to take ownership of your career, grow your skills, and be part of something exciting, this could be the perfect next move for you.

We're proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know.

Remember: if you're eager to grow and passionate about what we do, don't hesitate to apply – even if you don't tick every box.