Customer Service- Travel Insurance

Customer Service Advisor – Travel Insuranc

We are looking for a professional and customer-focused Customer Service Advisor to deliver an excellent, effortless experience throughout the travel insurance journey. Acting as the first point of contact, you will support customers with policy purchases, coverage queries, medical screening, mid-term adjustments, app guidance, and secure payments.

Key Responsibilities

• Provide clear, accurate, and empathetic support via phone, email, webchat, and app.

• Guide customers through policy purchase, explaining features, cover, and terms.

• Manage mid-term adjustments and conduct medical screening in line with underwriting guidelines.

• Handle enquiries on coverage, claims processes, and regulatory requirements.

• Process secure payments and refunds in line with PCI standards.

• Maintain accurate CRM records and ensure compliance with FCA, GDPR, and internal governance standards.

• Identify customer needs, support retention, and promote digital self-service tools.

• Meet KPIs including quality, adherence, AHT, productivity, CSAT, first contact resolution, and sales targets where applicable.

About You

• Proven customer service experience, ideally in insurance or a regulated environment.

• Strong communication skills with the ability to simplify complex information.

• High attention to detail and accuracy.

• Comfortable working to performance targets without compromising service quality.

• Confident using CRM systems and digital platforms.

• Professional, resilient, and committed to delivering excellent customer outcomes.

If you are driven, customer-centred, and thrive in a fast-paced, compliant environment, we would welcome your application