Customer Service Advisor

About the role

We are seeking a Customer Service Advisor to join Pontoon’s contact centre supporting home insurance customers across our banking brands. The role is based in Halifax with a hybrid working model, offering a blend of office and remote work after a comprehensive training period.

Key responsibilities

• Answer inbound customer calls and provide assistance on new and existing home insurance policies.
• Log and manage insurance claims, providing updates throughout the process.
• Resolve complex queries, investigate complaints and communicate policy decisions, including declines and cancellations.
• Maintain accurate records and follow company procedures while delivering a high level of service.

Required profile

• Strong interpersonal skills with the ability to empathise with customers and ask probing questions.
• Excellent communication and problem‑solving abilities.
• Ability to adhere to processes while thinking creatively when needed.
• Commitment to delivering on promises and supporting customers throughout their insurance journey.

Required skills

What we offer

• £14.40 per hour, temporary six‑month contract.
• Full‑time schedule (35 hours per week) with a mix of office and remote work (3 days remote, 2 days office).
• Comprehensive 7‑8 week training programme.
• Weekly pay, annual leave, employee assistance programme, pension scheme and various employee benefits.