Call center agent

• Role based in Motherwell office
• Career development and professional qualifications
• Enhanced holiday, maternity and paternity packages
• Social events and a vibrant workplace atmosphere
• Buy and Sell Holiday Scheme
• Prayer room in office
• Financial wellbeing support through Bippit

In this role, you will create unforgettable customer experiences and embody the vibrant, professional spirit of Policy Expert.

• Provide memorable experiences by handling inbound calls for quotes, renewals and general policy queries, and upselling additional products.
• Ensure smooth daily operations by driving efficiency, adhering to KPI call handling service levels, and continuously improving processes to deliver outstanding service.
• Effectively manage and resolve customer complaints.
• Build a culture of empathy, honesty, and open communication, empowering every team member.
• Deliver accurate, up to date information while ensuring compliance with operational and FCA standards.
• Manage inbound calls, live chat, emails and letters; make outbound calls when required and process administrative tasks efficiently.
• Deliver clear communication that resonates with a diverse customer base and fosters open dialogue.
• Complete workloads by required deadlines, meet quality standards, stay current with products, processes and industry regulations.
• Support all areas of business, proactively managing inbound calls regarding insurance policies.

We're proud to be an inclusive employer, championing diversity and offering support at every stage.