Customer Service Advisor

Introduction At Pen, we don’t just underwrite risk, we unlock possibility. We’re a dynamic underwriting and distribution business backed by the strength of Gallagher and powered by a belief that every challenge has a solution. With entrepreneurial energy, niche expertise, and a bold growth mindset, we’re transforming what it means to be an MGA in today’s insurance landscape. Whether you’re shaping new products, solving complex problems, or collaborating across teams, your ideas and initiative will help deliver smarter solutions for our clients—and move the industry forward. Here, agility meets stability. Creativity meets execution. And your career meets real opportunity. At Pen, we champion innovation, value accountability, and thrive on building something better together. If you’re looking to join a team that’s rewriting the future of underwriting, we’d love to hear from you. Overview Pen Underwriting is looking for a Customer Service Advisor to join their team based in Liphook. This is a great opportunity for someone with strong customer service and administrative skills who enjoys building relationships, solving problems and delivering excellent service. Whether you have previous insurance experience or are looking to transfer your skills from another customer focused environment, we would love to hear from you. Working as part of a supportive team, you will act as a key point of contact for brokers, helping to manage enquiries, maintain accurate records and support the smooth day to day running of the business. This is a varied role that would suit someone who is organised, proactive and enjoys working in a fast paced environment. How you'll make an impact Handle inbound and outbound calls, providing a professional and friendly service. Act as a key point of contact for brokers, responding to enquiries by phone and email. Manage team mailboxes and ensure tasks are completed within agreed timescales. Update internal systems with accurate customer, policy and communication records. Run reports and follow up on outstanding information and policy requirements. Process claims cover requests and support policy trading activities in line with company procedures. Work closely with colleagues across the business to resolve account and policy related queries. Escalate more complex issues to underwriters where required. Ensure all work is completed in line with regulatory, compliance and quality standards. Contribute to delivering an excellent customer experience and maintaining strong broker relationships. About You Proven experience in a customer service or call-handling role, ideally within a fast-paced environment. Excellent verbal and written communication skills, with the ability to handle challenging conversations confidently. Strong organisational skills and the ability to manage multiple tasks and priorities effectively. Proficiency in Microsoft Office applications and the ability to quickly learn internal systems. High attention to detail and a proactive, problem-solving mindset. Resilience and confidence in managing high call volumes and meeting targets or deadlines. Professional, approachable, and aligned with the organisation's values and operating principles. Self-motivated with the ability to work independently, taking ownership and accountability for workloads. A positive and enthusiastic attitude, with the ability to adapt and thrive in a fast-paced, evolving team environment. Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Minimum of 25 days holiday, plus bank holidays, and the option to ‘buy’ extra days Defined contribution pension scheme, which Gallagher will also contribute to Life insurance, which will pay 4x your basic annual salary, which you can top-up to 10x Income protection, we’ll cover up to 50% of your annual income, with options to top up Health cash plan or Private medical insurance Other benefits include: Three fully paid volunteering days per year Employee Stock Purchase plan, offering company shares at a discount Share incentive plan, HMRC approved, tax effective, stock purchase plan Critical illness cover Discounted gym membership, with over 3,000 gyms nationally Season ticket loan Access to a discounted voucher portal to save money on your weekly shop or next big purchase Emergency back-up family care And many more… We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and di