Customer Support Team Member

**About ALA**:
ALA Insurance is one of the largest, online, independent providers in the market for GAP Insurance, Warranty, Breakdown Cover and other specialist insurance products. Based in Malton, North Yorkshire, our dedicated, friendly team strive to provide the best quality insurance products and support for our customers. Our award-winning customer support team do not work on commission, and so all their interactions with customers and prospective customers have no agenda to sell, and customers feel no pressure to buy. This customer-first ethos runs through all departments and is integral to the business's success. This customer-centric business model and our award-winning wellbeing programme are just two components that have lead to us being named on the Sunday Times Best Places To Work (small organisation) 2025.
Our customers seem happy, too We are the most highly rated insurance company on Trustpilot, with an overall 4.9 star ‘Excellent’ rating based on nearly 20,000 reviews.

Insurance from the kind kind, not the pushy kind.

**About the role**:
Our Customer Support Team is at the heart of everything we do at ALA Insurance. We pride ourselves on constantly being able to offer a calmer, kinder and better-informed insurance experience to all our customers, and to do that, we need someone like you.

Someone who can support customers on every step of their journey. Someone who can share clear, reliable information. Someone who really cares about our customers’ experience, and someone who they can really trust.

The ALA difference? You’ll be on a full salary, no commission. That means you can really encourage our customers to ask anything, go into all the details they’re looking for and help them decide if a policy is right for them. It’s how you’ll help us deliver the unparalleled support that our customers love.

**Your key responsibilities**:
**You’ll know our insurance products like the back of your hand**

After some rigorous training with our team members, you’ll know ALA Insurance products inside out and back to front. When our customers have questions about us, our policies or our processes, you’ll be eager to answer every single one.

**You’ll always be ready to help both new and existing customers**

**You’ll always take care of the details, just in case**

Our customers trust us to handle everything, and to do that, we need to stay organised. You’ll work hard to keep our back-office system up to date and in-line with FCA regulations, checking all the details, keeping correct accurate records, and completing all paperwork on time.

**Your key tasks**:

- Keeping all policy and customer information up-to-date and accurate in our back-office system - VRN, addresses, additional info, paperwork etc
- Reaching out directly to customers who’ve asked for a call back, and contacting customers regarding their expiry or renewal
- Amending policy information quickly and efficiently whenever a customer needs help and directing customers to their relevant claims team
- Managing updates to finance payments and dealing with PayPal refunds and invoicing
- Helping solve any problems customers might have, managing any complaints with a warm, friendly approach, and escalating if necessary to an Operations Manager

**You’ll be able to**:

- **Communication and literacy**_**:

- Write with accurate spelling and grammar at all times
- Talk in a helpful, informative, and friendly way on the phone with all our current and potential customers
- Manage any tricky conversations with customers in a warm, professional way
- Ask for feedback on your work, and share positive, constructive advice with fellow team members.
- Ask for help whenever you might need it
- **Teamwork and relationship management**_**:

- Work well in a team, ‘mucking in’ and helping out wherever you’re needed
- Stay organised, manage multiple tasks, and know how to prioritise to meet key deadlines simultaneously
- Work closely and collaborate with everyone on the ALA team, in all departments
- Share what you’re working on with others and spot any potential issues early
- **Administration, monitoring, and reporting**:_
- Focus on attention to detail and accuracy with everything you do
- **Industry knowledge and commercial awareness**:_
- Care about our business and learn everything you can about the way we work
- **Tools and technology**:_
- Use Microsoft packages (Outlook, Excel, Word etc)
- Use a sales team software or platform _(or be eager to learn) _
- **Work Quality**:_
- Care about your work and your attention to accurate details at all times
- Be responsible and proud of delivering high quality work

**And most importantly, to fit with our team you’ll be**:

- Positive, with a can-do attitude
- Flexible and open to change
- Proactive
- Helpful
- Friendly
- Supportive and approachable
- Professional
- Organised
- A good communicator
- Happy to work independently on some tasks as well as within a team

This is a position that is office-based w