PIB Group
Customer Experience Executive
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The Role – Customer Experience Executive
Position: Within the U&D division, Gloucester
Primary Contact Channels: Phone, live chat
You will serve as the first point of contact for PIB Group customers, handling inquiries, complaints, and support requests with a focus on problem resolution, clarity, and trust-building.
Core Responsibilities: Providing detailed product information and guidance Resolving complex issues accurately Processing routine and high-value customer transactions Ensuring compliance-based advice aligned with PIB Group policies Building and maintaining strong customer relationships through outstanding service
Compensation & Career Progression
- Starting salary: £22,932 per annum, progressing up to £27,232 through clear career tiers
- Annual salary/bonus reviews tied to individual and organisational performance
Responsibilities
- Deliver end-to-end support via inbound and outbound communications with complete accuracy and compliance
- Provide empathetic, solution-focused customer service with an understanding of customer needs
- Collaborate within a diverse team to meet defined service-level agreements (SLAs) for both partners and customers
- Execute critical operations with precision, including:
- Policy changes
- Renewals and cancellations
- Refund processing
- Complaints triage
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Requirements
- Strong interpersonal skills and confidence in engaging naturally with customers
- Ability to identify and address challenges through independent problem-solving
- Rapid adaptability to learn complex systems and processes
- Active, considerate listener focused on empathy
Benefits
- Competitive remuneration package
- Supportive and collaborative work environment
About PIB Group – Why Join Us?
PIB Group is one of the UK’s fastest-growing insurance businesses, offering:
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✔ Clear career progression paths with professional development opportunities ✔ A collaborative culture where individual contributions matter ✔ Entrepreneurial flexibility and growth mindset encouraged ✔ Exciting, dynamic environment for those who drive innovation
We actively welcome new ideas and ambition. A perfect fit isn’t essential—fresh perspectives and growth-focused motivation are valued.
Inclusion & Accessibility
PIB Group is an equal opportunities employer, dedicated to fostering a diverse, inclusive workforce without discriminatory practices. Equality considerations include but are not limited to:
🔹 Race, colour 🔹 Gender, religion 🔹 Disability, age 🔹 Sexual orientation 🔹 Any other legally protected characteristic
Need adjustments? Contact recruitment@pib-insurance.com for accessibility support throughout the recruitment process.
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