If you enjoy problem solving, talking to people, and turning “I want to cancel” into “I’m glad I stayed”, this could be a great next step for you. As a Policy Support Adviser in our Protection retentions team, you’ll be at the heart of protecting our client base, making sure every conversation is compliant, empathetic and commercially smart.
About the role
As a Policy Support Adviser, you’ll handle inbound and outbound contact from clients who are considering cancelling their insurance policies. You’ll investigate the reasons behind cancellations, liaise with insurers where needed, and use structured objection-handling techniques to find the best outcome for the client and the business.
You’ll also manage your daily investigation list, ensuring agreed contact levels are met and all actions are accurately recorded in line with FCA and DPA requirements.
Key responsibilities
Client retention: Handle cancellation enquiries, understand client needs, and use structured objection‑handling to retain policies.
Compliance: Work in line with FCA and DPA requirements.
Communication: Provide clear, accurate advice; respond promptly to queries; record all interactions correctly.
Collaboration: Work with Sales and Insurers to investigate cancellation reasons and agree the best approach.
Administration: Keep systems updated, maintain accurate policy records, and complete all daily investigation tasks.
Continuous development: Attend training, build product knowledge and maintain high standards of quality and accuracy.
Who we’re looking for
Confident communicator Strong phone presence and clear communication.
Customer focused Listens well and delivers great outcomes.
Resilient and persuasive Comfortable handling objections and keeping clients onboard.
Regulation aware Ideally with FCA‑regulated or target‑driven experience.
Team player Works smoothly with Sales, Renewals and Insurers.
Driven to improve Motivated to learn and maintain high standards.
Benefits
34 days annual leave (Inclusive of UK Statutory Bank Holidays) - (rising to 36 after 2 years)
Income Protection, Life Assurance & sick pay entitlement
Subsidised Private Health Insurance
Employer Pension Contributions
Enhanced Maternity & Paternity Leave
Annual Flu Jabs, Digital GP access and Wellbeing App
Ready to apply?
If this sounds like you, and you want to grow your career in a regulated, customer-focused environment, click “Apply” and submit your CV and a short note on why you’d be a great Policy Support Adviser.
#USAY
Usay Compare, part of Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.
If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.
Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please
Salary description
£27000.00 - £27027.00 per year