Customer Service Advisor - Insurance

Do you an expert in Insurance? Are you passionate about delivering outstanding customer service and ensuring that each customer’s needs are met with expertise and care? If you’re ready to make a difference, then look no further! We have an exciting opportunity within our dynamic outsourced contact centre, where you’ll play a vital role in maintaining the highest standards of customer service and experience.

BIBA is the UK's leading general insurance intermediary organisation, connecting customers to trusted insurance brokers. With hundreds of thousands of inquiries each year, BIBA is committed to providing outstanding service that mirrors the quality of its products. As a Customer Service Advisor, you’ll play a crucial role in upholding these high standards while representing BIBA’s exceptional brand.

Please note, this role is a fixed term contract until 31/12/2025. 

What you will be responsible for:

• Answering calls and asking relevant questions to connect customers with the appropriate insurance brokers.
• Selling the value and benefits of the BIBA portfolio to both new and existing customers, ensuring they understand their options.
• Displaying excellent customer service and negotiation skills to maximize the potential of each call and build trust with customers.
• Embracing the challenge of handling customer queries and objections, maintaining a solution-focused and empathetic approach.
• Accurately logging all call outcomes, ensuring precise and timely data entry.

What you’ll bring to the table:

• A genuine passion for delivering exceptional customer service with an empathetic, customer-first approach.
• Boldness in your ability to handle a variety of customer inquiries, confidently resolving challenges and finding the best solutions.
• Strong written and verbal communication skills, enabling you to build trust and communicate effectively with customers.
• Experience working in a customer-facing environment, particularly within the insurance or customer service industry.
• Confidence with IT systems and the ability to navigate customer service software.
• Flexibility, professionalism, and the drive to learn and grow in a dynamic environment.
• A self-motivated mindset, capable of managing objections and turning difficult situations into positive outcomes.

Working Hours and Location:

• Full time – 40 hours per week
• 09:00-17:30 Monday to Friday 
• This role is remote, but you must be based in the UK whilst working 

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported systems:

Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
macOS - Apple macOS | endoflife.date

 

Windows 
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following: 

Windows 11 24H2

8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor

8GB RAM Minimum

15GB+ Free Storage Space

Apple/macOS 
MUST be equipped with the following: 

macOS 14 (Sonoma) or later

8GB RAM Minimum

15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone 

You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements:

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps

Who are Ventrica?

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.