Customer Contact Adviser

Category:Commercial Jobs
Location:York (nr Green Hammerton)


Situated in the Customer Contact Department, this office is currently open seven days a week and the hours of opening are Monday to Friday 8.00am to 8.30pm, Saturday 8.30am to 5pm and Sunday 9am to 4pm. The Customer Contact Department is also open 10:00am until 4:00pm on bank holidays.

You will work 37.5 hours a week. We operate a flexible working system. You will be rota’d for approximately one late shift per week, finishing at 8.30pm. You will start late to reflect this, taking into account the number of hours you work. It is expected that you will work one Saturday approximately once every 3 weeks and one Sunday in approximately every 7 weeks. Your Department Manager will give a rota to you usually a month in advance.

Wage increases are based on technical and behavioural competencies.

Main responsibilities:

  • Competently provide quotations, answer queries regarding ELICO websites and products, and administer existing policies.
  • Use telephone scripts to ensure compliance with regulatory requirements.
  • Issue policy documentation packages and pertinent correspondence including relevant inserts.
  • Make outbound calls such as those in line with diary procedures.
  • Answer Customer Contact Department telephone calls in line with the departmental SLA.
  • Assess underwriting risks (exclusions).
  • Address customer Urgents, Complaints and Appeals.
  • Meet daily phone targets.
  • Responding to written or email requests for information on new and existing policies.
  • Completing daily diary files.
  • Actioning daily post allocation.
  • Correct termination of policies, ensuring correct calculation and return of premiums.
  • Amending existing policies.
  • Checking and reviewing renewals.
  • Dealing with queries in connection with the Dog/Cat Breeders Association and the National Pet Register.
  • Making outbound calls in line with diary procedures.
  • Assessing future risks within guidelines.
  • Maintaining individual and team targets.
  • Demonstrating a positive, confident and professional attitude, helping others where possible.
  • Dealing with referrals from all Departments.
  • Rotate and undertake all duties as requested.
  • Complying with FCA and PRA rules, ABI guidance, the Data Protection Act 1998 and other regulation, legislation and industry directives as advised by your Manager.
  • Ensuring compliance with ELICO’s Financial Crime, Anti-bribery, Data Security, Data Governance, Whistleblowing, Compliance & Risk and Complaints Policies along with ELICO’s TCF Objectives Statement.
  • Identifying risks and reporting them in line with internal procedure.
  • Undertake development under the guidance of the Customer Contact Manger, Team Leaders and Trainers.


  • Flexi time (core hours are 10.00-3.30)
  • Pension scheme
  • Free hot drinks
  • Free car park
  • Free work wear
  • Holiday staff loyalty scheme
  • Up to 28 days hols inc b/h
  • Salary sacrifice so they can buy and extra weeks holiday
  • Staff outings
  • On site crèche
  • Staff discount on insurance



Main skills

  • Excellent oral and written communication and customer service skills.
  • Excellent attention to detail.
  • Good organisational and planning skills, including planning your own workload.
  • Candidates must be able to drive 
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