Pen Underwriting UK
Customer Service Advisor
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Customer Service Advisor
Customer Service Advisor – Liphook
At Pen, we don’t just underwrite risk—we unlock possibility. As part of Pen Underwriting, we’re a dynamic underwriting and distribution business backed by Gallagher, empowering teams to innovate, solve challenges, and drive impact.
Whether you’re shaping new products, solving complex problems, or collaborating to deliver smarter solutions for clients, your role will drive the future of underwriting. Here, agility meets stability, and your career meets real opportunity.
Overview
We’re seeking a Customer Service Advisor to join our team based in Liphook.
This is a fantastic opportunity for someone with excellent customer service and administrative skills, a proactive attitude, and a passion for delivering outstanding service. Experience in insurance—or transferrable skills from customer-focused environments—is welcome.
As part of our supportive team, you’ll serve as a key point of contact for brokers, managing enquiries, maintaining accurate records, and ensuring smooth day-to-day operations. This varied and engaging role suits someone who thrives in an organised, proactive, and fast-paced environment.
Key Responsibilities
- Handle inbound and outbound calls, providing a professional, friendly, and efficient service.
- Act as the primary point of contact for brokers, responding to enquiries via phone and email.
- Manage team mailboxes, ensuring tasks are completed within agreed deadlines.
- Update internal systems with accurate records (customers, policies, communications).
- Generate and analyse records and reports, following up on outstanding information and policy requirements.
- Process claims cover requests and support policy trading activities in line with company procedures.
- Collaborate closely with colleagues to resolve account- and policy-related queries.
- Escalate complex issues to underwriters where necessary.
- Ensure all work complies with regulatory, compliance, and quality standards.
- Contribute to excellent customer experiences and strong broker relationships.
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About You
We’re looking for someone who:
- Has proven experience in a customer service or call-handling role, ideally in a fast-paced environment.
- Possesses exceptional verbal and written communication skills, with the ability to handle challenging conversations confidently.
- Excels in organisation, managing multiple tasks and priorities effectively.
- Is proficient in Microsoft Office and quick to learn internal systems.
- Demonstrates a high attention to detail, with a proactive, problem-solving mindset.
- Shows resilience, confidence in managing high call volumes, and meeting targets/deadlines.
- Is approachable, professional, and aligns with the organisation’s values and principles.
- Is self-motivated, able to work independently, and takes ownership of workflows.
- Maintains a positive, adaptable attitude in a dynamic, evolving team environment.
Compensation & Benefits
A competitive salary isn’t just about pay—it’s about the opportunities, benefits, and culture we offer.
Core Benefits (minimum):
- 25+ days annual leave (plus bank holidays) with the option to buy extra days.
- Defined contribution pension scheme, with Gallagher matching contributions.
- Life insurance (4x basic annual salary, top-upable to 10x).
- Income protection (covers up to 50% of your annual salary, with options to top up).
- Health cash plan or Private medical insurance.
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Additional Perks:
- Three fully paid volunteering days per year.
- Employee Stock Purchase plan (discounted company shares).
- Share incentive plan (HMRC-approved, tax-effective stock purchase plan).
- Critical illness cover.
- Discounted gym membership (3,000+ nationwide).
- Season ticket loan.
- Discounted voucher portal (saving on groceries, travel, and purchases).
- Emergency backup family care.
Inclusion & Diversity
Inclusion and diversity are at the heart of our business at Gallagher. For over 95 years, we’ve been committed to sustainability, community support, and valuing all identities, experiences, and talents.
We’re a Disability Confident Committed employer, ensuring our recruitment is inclusive and accessible. If you have a long-term health condition or disability, please let us know—we’re here to support you.
Gallagher is a Living Wage Employer, committed to equality and opportunity for all. We proudly prohibit discrimination based on (but not limited to):
- Race, colour, religion, gender (including pregnancy), sexual orientation, gender identity, age, disability, national origin, veteran status, or any other protected characteristic.
Equal employment opportunity applies to all aspects of employment, from recruitment to career progression.
Ready to Join the Pen Team?
If this role excites you and you’re eager to drive impact, foster relationships, and grow in a fast-moving industry, we’d love to hear from you.
Apply now to unlock your potential with Pen Underwriting.
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