Job Description

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 passionate and self-driven people to join us as Policy Expert, curious minds who want to help customers and build something bigger for themselves. Whether you’re fresh into the working world or looking to pivot into a new path, we’ll meet you where you are.

What’s In It For You

📍 This role will be based in our Motherwell office. Hybrid available after successful probation pass.

📚 Career Development and professional qualifications

🎟️ Enhanced Holiday, Maternity and Paternity Packages

🎉 Social events throughout the year and vibrant workplace atmosphere

🌈 Employee Wellbeing Programme

💷 Buy and Sell Holiday Scheme

👤 Life Assurance x4 your salary

🚪Prayer room in office

📠 Financial Wellbeing Support through Bippit

Salary banding £25,000-£26,000

The Role

You’ll be a key player in helping our existing or new customers purchase their insurance policies – delivering excellent service, understanding their needs, and assisting with providing the right cover for our customers. Alongside identifying opportunities and driving sales, you’ll respond to customer enquiries, provide support through different chat and communication channels, and help customers find the right solutions. You’ll build a broad skill set that combines sales expertise with strong customer service, communication and problem-solving skills.

You’ll work in a high-energy environment where every day brings new opportunities, challenges, and chances to shine.

What You’ll Be Doing:

Creating memorable experience

• Meeting the expectations of our customers.
• Handling a variety of inbound calls from customers relating to their insurance policies from quotes, renewing with us and general policy queries. Upselling additional products to our customers.
• Engage with customers via inbound and outbound calls to enhance satisfaction and positive outcomes
• Use a consultative approach to retain, gain or renew business

Sales & Performance

• Achieve performance targets through confident, customer-first conversations
• Bring confidence and resilience to every call
• supporting all customer queries through all communciation channels

Follow-Up & Communication

• Manage your own diary efficiently
• Follow up with customers using the most effective communication channels

Compliance & Accuracy

• Ensure all actions meet FCA regulations and internal standards
• Keep customer records precise and up to date

Continuous Learning

• Stay on top of product and industry updates
• Share ideas, knowledge, and feedback to help the team thrive

Team Support

• Support across all areas of customer communication, enhancing our collaborative culture

Key Attributes for Success:

• A great communicator with empathy and enthusiasm
• Experience in customer service, sales, or account management
• Flexible, can do attitude - confident to adapt to customer needs
• Strong objection-handling and problem-solving skills
• Driven by results and personal growth
• A positive team player who brings others along on the journey
• Ensuring accuracy and attention to detail
• Drive for productivity and performance goals.

Meet the Team

We’re a dynamic, supportive team that thrives on momentum, and friendly competition. We celebrate each other’s wins and rally around challenges together. There’s a real buzz in the room – and you’ll be right at the heart of it. See what our team have to say here.

Apply Now – and Take the Next Step

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.

CV - we'll anonymise all applications before review to make sure everyone is considered fairly.

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.

We aim to be in touch within 3 working days – whether successful or not. And 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.