Customer Service Advisor - Claims

Customer Service Advisor

Do you enjoy building relationships with customers and colleagues and are looking for genuine career opportunities? Then there''s a role here for you!

We''re currently looking for understanding people to join our contact centre teams supporting our home insurance customers across our various banking brands.

• Pay: -14.40p/hr
• Contract Type: Temporary
• Contract Length: 6 months
• Start Date: 14th September 2026
• Working Pattern: Full Time, 35 hours per week
• Shifts: Monday to Friday (8 AM - 6 PM), Saturday (9 AM - 1 PM) - every other Saturday with a weekday off

Training:

• For your first 7-8 weeks you will receive a thorough training programme focussed on getting you prepared for supporting customers.
• Training will be Mon-Fri 9-5, and will be based from our Halifax site

Work From Home:

• After 8 weeks training you can work from home 3 days per week.
• After training you pick your workplace - attending either office in Halifax OR Leeds on a 2 days per week basis.

What You''ll Do:
As a Customer Service Consultant, you''ll be taking customer calls and doing your best to help them with our products, taking time to understand what matters to them. You will be the first point of contact for customers, and will help in all kinds of issues such as:

• Handle customer enquiries on new and existing home insurance policies.
• Log new claims and provide updates throughout the claims process.
• Support customers with complex queries and case resolutions.
• Investigate and resolve complaints in line with company procedures.
• Explain policy decisions, including declines, cancellations, and underwriting outcomes.

What We Offer:

• Work from home 3 days per week (after training sign off)
• Weekly Pay
• Comprehensive training and ongoing support to ensure your success
• A vibrant and supportive team environment
• Opportunities to develop your skills in the financial services industry
• Online payslips
• Dedicated aftercare team
• Annual leave allowance
• Employee Assistance Programme
• Access to Able Futures
• Eyecare vouchers
• Access to Boost benefits such as discounted shopping vouchers, services, attraction tickets and more
• Smart Spending App
• Workplace Pension scheme

What We''re Looking For:

• Crucially, you''re a people person - working with your team to provide an essential service to our customers.
• The emotional intelligence to put yourself in the customers'' shoes, ask the probing questions needed to determine how we can best meet their needs.
• The passion and commitment to deliver on your promises and to go above and beyond for people to ensure their policies needs are met.
• Adhere to processes but also be able to think creatively on your feet when required and use your judgment to do the right thing.
• Strong attention to detail and really great communication skills to construct written correspondence when required as well as talking to customers over the phone.

Why Join Us?
Our focus is to ensure we''re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
And it''s why we especially welcome applications from under-represented groups.
We''re disability confident. So, if you''d like reasonable adjustments to be made to our recruitment processes, just let us know.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone''s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.