Customer Trading Advisor

Overview

In this role you support brokers and trading activities within an insurance context, ensuring timely policy requirements and accurate records. You’ll act as a trusted contact for brokers, manage inquiries, run system reports, and help improve customer satisfaction. You’ll collaborate with accounts and underwriters to resolve issues, while upholding regulatory and quality standards. This is a fast-paced, service-driven role with a clear impact on client experience and trading efficiency.

Pay / Benefits

• 25 days holiday plus bank holidays
• defined contribution pension
• life insurance 4x salary (top-up to 10x)
• income protection 50%+
• private medical insurance or health cash plan
• volunteering days and employee stock purchase plans

Responsibilities

• Handle inbound/outbound calls with a friendly, professional approach
• Serve as a reliable contact for brokers and deliver strong customer service
• Run reports in internal systems to identify outstanding actions and follow up on new/renewal business
• Support accounts team to reduce aged debt
• Process claims cover requests to meet service standards
• Chase brokers for outstanding policy requirements and escalate to underwriters when needed
• Maintain team mailboxes and update systems with call notes and policy details
• Adhere to regulatory, compliance, and internal quality standards
• Assist with policy trading activities following company procedures
• Contribute to customer satisfaction metrics (Feefo, Trustpilot)

Key requirements

• Proven experience in customer service or call-handling in a fast-paced environment
• Excellent verbal and written communication skills for challenging conversations
• Strong organizational skills with multitasking abilities
• Proficiency in Microsoft Office and ability to learn internal systems
• High attention to detail and proactive problem-solving approach
• Resilience and ability to manage high call volumes and meet deadlines
• Professional, approachable, and aligned with company values
• Self-motivated, independent, with ownership of workload
• Positive, adaptable attitude in a fast-growing team environment

• customer-focused
• proactive
• clear communicator
• Microsoft Office
• proficiency with internal systems
• reporting capabilities

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