Customer Support Executive - Travel Insurance

Software Personnel International
Haywards Heath, West Sussex
10 Jul 2017
08 Aug 2017
Contract Type
Full Time

Customer Support Executive - Travel Insurance

Location: Haywards Heath

Our client is a high-growth InsurTech Insurance Company with a mission to change the customer experience of insurance for the better by using social media and mobile.

They are a multi award winning company having won Fintech Innovation Awards and were included in the FinTech50, the 50 hottest European businesses who are transforming financial services. They have excellent traction with both consumers and the insurance industry; now it’s time to scale.

In the next stage of the organisations evolution, they will move from having just members to having members and customers who have bought company products. This means that they will be responsible for servicing all aspects of their customers needs in a digital first environment. One of the things that will define the success of this business is the ability to deliver an exceptional customer experience that differentiates them from the rest of the insurance industry.

The role of Customer Support Executive is pivotal in establishing excellent customer experience as a differentiator for the company. This role will be the customer facing 'voice’ of the company.


Customer Service, sales and administration interactions with customers in Travel Insurance schemes.


  • Providing quality customer experience and detailed policy/product information on all insurance schemes.
  • Converting new leads by phone or email to policies including dealing with any objections.
  • Completing applications with clients and identifying any referral points for underwriting.
  • Interact with customers over a number of different channels; phone, email, live chat and social media (Facebook/Twitter).
  • Monitoring social media accounts & responding to customer support queries.
  • Making mid-term amendments to any existing clients policies including calculating rates and producing documentation.
  • Following up new enquiries, renewals, outstanding payments and converting to a sale.
  • Producing renewal documentation.
  • Ability to deal with and resolve customer complaints effectively.
  • Ensuring company policies and procedures, database, verbal/written correspondence and documentation are all handled in accordance with Financial Conduct Authority (FCA) guidelines.

Skills & Experience Requirements

  • Travel Insurance Experience
  • Excellent and professional manner both written and verbal.
  • Confident and persuasive sales skills.
  • Excellent attention to detail in respect of administration work.
  • Ability to multitask, prioritise and organise own workload to ensure policies are dealt within the company guidelines.
  • Quick to learn and to embrace the wide variety of procedures and products we offer.
  • Confident computer skills.
  • Listen and react accordingly to customers’ and staff’s suggestions and requirements.
  • Reliable, trustworthy and the ability to work closely and support other team members, contributing to overall team spirit.

Personal Qualities

  • Friendly
  • Helpful
  • Enthusiastic
  • Genuine

Excellent benefits package. Full job specification available.

Please apply with covering letter.