Claims Customer Service Advisor

Claims Customer Service Advisor

Type of role:

Work Hours: 35 hours per week

Work Pattern: Monday to Friday, shift patterns 09:00am - 5:00pm

Are you looking for a phone-based customer service role in the insurance industry that fits perfectly around the school run? Join our friendly team in Salisbury .

We offer great benefits, including £500 each year to spend on your own wellbeing and your birthday off paid. Come and be part of a supportive, family-friendly workplace where your work-life balance matters.

Role Summary

You'll be helping customers who have bought pet insurance, answering their questions and solving any problems they have. This is a 100% customer contact role — you'll be speaking to them on the phone, replying by email and chatting via live chat. You'll handle both new and existing customers, deal with claims and ad-hoc queries and make sure every interaction leaves them with a positive experience.

About Tedaisy

As a leading Insurtech specialising in pet insurance, Tedaisy Insurance Group is dedicated to delivering quality products with exceptional digital customer experiences. We have a passion for pet well-being and are trusted by thousands of dog and cat owners throughout the UK. We're ambitious, we're passionate and we're brave - always looking for ways to grow, improve and be the best we can be

Role Responsibilities

• Provide outstanding customer service across multiple channels, including phone, live chat and email
• Build rapport with customers to foster long-term loyalty and satisfaction
• Communicate policy terms and conditions clearly and fairly to customers, ensuring informed decisions are made
• Respond promptly and professionally to all customer enquiries, providing accurate information about products and policies
• Proactively contact customers approaching policy renewal to discuss their options and reinforce the value of their cover
• Troubleshoot issues and guide customers through to resolutions, escalating complex matters when necessary
• Address customer concerns or objections with empathy and accuracy to encourage policy continuation
• Log all customer interactions accurately in the CRM system to ensure up-to-date records and compliance with GDPR
• Maintain up-to-date knowledge of company products, processes and policies to deliver effective support
• Achieve productivity and performance targets, including KPIs related to response time, resolution time and customer satisfaction
• Provide customer feedback to management to improve processes and customer satisfaction
• Adhere to all regulatory guidelines and internal policies, including those set by the Financial Conduct Authority (FCA)

Experience, Qualifications & Skills

• Proven experience in customer service (telephone and/or live chat) or sales environments
• Acts with integrity and puts the customer's best interests at the heart of every interaction
• Good verbal and written communication skills, with strong attention to detail
• Strong problem-solving ability and critical thinking in real-time interactions
• Skilled in objection handling, negotiation and customer retention techniques
• A confident and professional manner when speaking customers
• Able to manage multiple tasks and use various software platforms at once
• Self-motivated, target driven and ambitious with a desire to succeed
• Balances business goals with empathy and fairness; ensuring customers feel heard, respected and supported

What We Offer

• 23 days holiday per year (increasing with length of service)
• Your birthday off (paid)
• 4 x salary life assurance
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary + monthly bonus (based on target earnings)
• Discretionary lunch provided to assist with cost of living

Interested or want to know more? Apply today

Job Type: Part-time

Pay: £23,000.00-£23,500.00 per year

Ability to commute/relocate:

• Salisbury SP1 3TB: reliably commute or plan to relocate before starting work (preferred)

Work Location: In person