Job Description

About the role

As a SME Customer Success Advisor at Superscript, you will play a pivotal role in shaping and delivering an outstanding customer experience within a fast-paced SME insurance environment.

This is a hands-on position suited to a customer success professional who thrives on problem solving, continuous improvement, and customer advocacy.

You will be responsible for managing complex customer interactions, resolving escalated issues, and ensuring seamless service delivery. Working closely with a collaborative team of customer success executives you will help maintain high service standards while contributing to the evolution of customer service strategy, processes, and performance.

What you'll get up to

• Manage escalated customer enquiries, complaints, and complex cases with professionalism and urgency.
• Identify root causes of customer issues and implement effective, long term solutions.
• Collaborate cross functionally with underwriting, operations, and other teams to resolve customer challenges.
• Provide hands-on support during peak periods or team absence to ensure SLAs and customer experience standards are consistently met.
• Analyse existing customer service processes to identify inefficiencies and improvement opportunities.
• Design and implement workflow enhancements to optimise service delivery and reduce response times.
• Leverage data, KPIs, and customer insights to drive continuous improvement initiatives.
• Contribute to the development of scalable customer success strategies aligned with business growth.
• Ensure all customer interactions comply with company policies, FCA regulations, and industry standards.
• Monitor service quality and adherence to internal guidelines, implementing corrective actions where required.
• Stay up to date with changes in insurance regulations, products, and best practices.
• Promote a culture of continuous learning, accountability, and customer-centricity.
• Respond promptly to inquiries and leads generated through various channels.
• Listen to client needs and provide information on available insurance products.
• Conduct thorough needs assessments to understand potential clients' insurance requirements.
• Provide clear and concise information about our insurance products and services.
• Guide clients through the process, ensuring a seamless onboarding experience.
• Utilise effective sales techniques to negotiate terms and close deals.
• Overcome objections and address concerns to secure new business.
• Meet or exceed monthly and quarterly sales targets.
• Manage and update the outbound sales pipeline to track progress and prioritise follow-ups.

About you

• Proven experience in a Customer Success, Customer Service, or Client Support role, ideally within insurance or a regulated industry.
• Strong understanding of insurance products, policies, and regulatory frameworks (preferred).
• Demonstrated ability to manage complex customer issues and escalations effectively.
• Excellent communication and interpersonal skills, with a customer first mindset.
• Analytical thinker with experience using data to drive decisions and process improvements.
• Comfortable working with multiple systems and adapting to new technologies.
• Ability to influence, support, and motivate peers within a small team environment.
• Highly organised with strong attention to detail and a proactive approach.

In return, we offer you

• A competitive salary and the ability to grow your career
• 25 days holiday - so there’s plenty of time for work, rest and play
• Hybrid way of working for the perfect work / life balance
• Vitality private health and dental insurance
• Added benefits including competitive pension and salary sacrifice
• Access to financial wellbeing platform Mintago
• Full access to Spill, our mental health platform
• Cycle to work scheme
• Fun and modern office environment with regular team social events
• Glasgow City Centre location