Provide omnichannel customer support to UK small-business insurance customers through email, inbound calls, and live chat. Resolve payment, renewal, sales, and complaint queries at first contact while retaining customers and preventing cancellations. Manage payment defaults, collect necessary information, and follow FCA regulations and data protection standards. The role is hybrid in Northampton, with home working and occasional Saturday shifts.

Respond to inbound/outbound customer inquiries via phone and email using Zendesk. Resolve policy issues, process cancellations, rewrites, and renewals; send certificates and policy documents; update account information and payments; manage callbacks and follow-ups; and identify opportunities to improve customer service processes.