Everywhen
Customer Service Representative
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Customer Service Representative (Customer Service Representative)
Location: Hybrid in Southampton Salary: £26,000
About the Role
An exciting opportunity to join one of the UK’s largest independent Insurance Brokers as a Customer Service Representative (CSR). You will support colleagues and clients daily, ensuring outstanding service levels through effective communication, problem-solving, and relationship management.
In this role, you will be the primary first point of contact for all client and provider queries, working collaboratively with an International Sales Consultant and across the broader International Sales team. You will handle all administrative interactions efficiently, maintain accurate records, and contribute to continuous service improvements.
Key Responsibilities
This is an overview—your role will also develop based on your objectives and strengths.
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Office & Sales Support:
- Provide support for your assigned International Sales Consultant and the wider International team.
- Assist in managing the client portfolio, including all interactions with clients and providers.
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Policy & Renewal Administration:
- Set up and coordinate actions for policy renewals.
- Ensure all documentation (renewals, underwriting details, rehabilitation support) remains up to date.
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Relationship Management & Client Engagement:
- Build and maintain professional, constructive relationships with Sales Consultants, clients, and insurers at all levels.
- Be an advocate for continuous improvement, proactively suggesting and implementing service enhancements.
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Daily Operations & Queries:
- Handle day-to-day client and insurer queries independently, responding within agreed SLAs (Service Level Agreements).
- Coordinate complex administrative tasks: invoicing, claims management, communication updates, and scheme coordination.
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Data Accuracy & Reporting:
- Gather, analyse, and manage financial and renewal data accurately for each scheme.
- Create projected client reports requested by the Sales Consultant.
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Quality Assurance & Efficiency:
- Verify all incoming/outgoing correspondence for accuracy and challenge inconsistencies where needed.
- Keep all records in-house systems current, including new business, retention, and financial information.
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Sales Support Role:
- Assist in new business opportunities, ensuring the first impression is professional and seamless.
Essential Requirements
- With It:
- A professional, customer-focused approach to every interaction.
- Strong phone manner, conveying clarity, calm, and friendliness.
- Mind & Standards:
- Excellent analytical skills with sound judgement and empathetic decision-making.
- Exceptional verbal and written communication—clear, concise, and adaptable to different audiences (clients, insurers, colleagues).
- Attitude & Adaptability:
- Well-organised, able to handle pressure situations and meet deadlines under time constraints.
- Capable of working as part of a strong team while demonstrating independence and initiative at times.
- Tech Skills:
- Proficient in Microsoft Office Programs (Excel, Word, email).
- Adaptability to handle firefighting etitudes in a fast-moving business environment.
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Strong preference for experience in Insurance, administrative support, or similar detail-focused roles.
Ind{x}1 & Benefits
At Everywhen, you are not just an employee—you are part of a company where every voice has value. Our mission is to improve lives through Insurance, and this role offers you:
- Growth & Development: Ample opportunities for personal and professional development at every career stage.
- A Purposeful Workplace: Work in an environment committed to diversity, equity, and inclusion (DEI).
- Flexible Work: Enjoy the hybrid model in Southampton, balancing home and office flexibility.
- Equal Opportunities: Everywhere is an equal opportunities employer, ensuring a fair and inclusive working culture.
Note for Recruiters & Agencies: We do not accept unsolicited CVs from recruitment agencies unless there is a formal agreement. Prior written request required.
Ready to Apply?
If you’re ready to take the next step in shaping Everywhen’s future, we’d love to speak to you. Apply today via [application link], and our recruitment team will be back in touch promptly.
AIB
INDX1
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