Operations/Customer Service Advisor

Acquis is an insurance broker and administrator, specialising in insurance administration services for the finance and leasing industry. With European headquarters in Amsterdam, UK headquarters in Newport, and US operations in Philadelphia, PA, we operate in a total of 16 countries, bringing together a richly diverse team representing 17 nationalities and 18 languages. At Acquis, we take every opportunity to celebrate our diverse backgrounds and cultures.

Joining Acquis means becoming part of a dynamic, collaborative, and forward-thinking organisation that values continuous improvement. We work together in a supportive and inclusive environment where every employee feels included and valued.

Purpose of Role

To work as part of the Acquis Team, being the primary contact and service provider for our clients and their customers. Ensuring quality operational services are delivered to all our business partners and associates. To evaluate and settle claims within the delegated limits of authority, ensuring that customers receive an exceptional service at all times.

Key Responsibilities:

• Answer customer service queries and record insurance information from customers, insurance brokers and insurance companies.
• Ensure that all information provided is verified and recorded accurately within the Acquis system.
• Maintain an effective working relationship with Lessors, Customer's Insurance Brokers/Companies and Suppliers providing the highest standards in customer service at all times.
• Support our client/customers by adopting a professional manner at all times when undertaking any form of communication whilst representing Acquis Insurance Management or its business partners.
• Deal with any complaints/expression of dissatisfaction made within agreed steps as set out with our complaints handling policy.
• Investigate and gather all necessary documentation/evidence required to verify any claim.
• Estimate amount of loss or damage and set reserve: revise as needed throughout the investigation.
• Notify customers of any delays with their claims.
• Comply with recommendations made by insurer, and/or internal auditors.
• Ensure that complaints are handled in accordance with FCA and insurers guidelines.
• To carry out any additional duties which the company may require from time to time.

Personal Requirements/Skills Required

• Fluent in Dutch (oral, reading & written) as well as English
• Ability to work as part of a team and on an individual basis
• Customer Service orientated and good Communication Skills
• Self-motivated with strong organisational skills
• Strong attention to detail
• Conflict resolution and experience of complaint handling.

Employee Benefits

• 25 days Annual Leave (with the option to buy and sell more)
• Hybrid working
• Incentive Bonus Scheme based on performance.
• Company Pension Scheme – 5% employee and employer contributions
• Private Medical Healthcare
• Group Life Insurance (x4 basic annual salary)
• Employee Assistance Programme
• Cycle to Work Scheme
• Access to Occupational Sick Pay
• Enhanced Maternity & Paternity Benefits
• Comprehensive Performance and Development Framework
• Social Events Committee
• 'Refer a friend' bonus scheme (£1000 per referral)
• Long service awards.

*Initial calls will take place first week of January 2026

If successful, an in person interview will take place. The interview will last about one hour and will include two parts: competency-based questions and a language test.

Job Types: Full-time, Permanent

Pay: £27,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay

Work Location: Hybrid remote in Newport NP10 8BD