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: 5th May 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 offWork From Home:
After 8 weeks training you can work from home 3 days per week.
Based in Halifax, our newly refurbished office is just a 10-minute walk from Halifax train station. Plus, enjoy the convenience of free parking on-site!.What You'll Do:
As a Home 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 incoming home insurance claims via phone and online channels, gathering key information and registering new claims accurately at first notification.
Support customers in distressing situations (e.g., theft, damage, loss, major home incidents) by guiding them through the claims process from start to finish.
Assess claim details and make routing decisions, identifying when cases require specialist teams, escalation, or further investigation.
Identify potential fraud, misrepresentation, or non‑disclosure at first contact and direct these cases to the appropriate experts.
Manage complaints and deliver compliant customer service, including having difficult conversations where claims aren't covered and documenting decisions clearly.
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
Salary description
£14.40 - £14.40 per hour