Ageas - Customer Service Consultant

Job Requirements

The Customer Service Consultant plays a crucial role in shaping the company’s long-term market position and customer loyalty through advanced communication, relational excellence, and real-time query resolution.

This role involves leading and reviewing customer inquiries using comprehensive policy guidelines and service techniques to inform account actions aimed at increasing conversion, customer retention, and policyholder satisfaction. The resulting customer service actions will have a direct and immediate impact on the future growth of the business, with key targets to drive digital engagement, eliminate process bottlenecks, and maintain target customer satisfaction parameters.

Additionally, the consultant conducts in-depth review of customer records, utilises internal database management systems, provides clear policy recommendations to policyholders, updates risk and coverage insights, collaborates across product lines, and engages in dynamic, team-based operational workflows.

Main Responsibilities as Customer Service Consultant

• Customer Interaction Management: Lead the resolution, validation, and review of inbound customer inquiries across motor and home insurance product lines, ensuring exceptional service delivery.
• Data Accuracy: Ensure the accuracy and appropriateness of data entered and used for account modelling, pricing updates, and customer portfolio monitoring.
• Query Resolution & Escalation: Evaluate customer needs to enhance query resolution, build cost-benefit tracking for policy updates, and present options to policyholders. Collaborate with underwriting and implementation teams to deploy custom solutions.
• Technical Database Agility: Execute and manage customer transactions across all stages of the insurance lifecycle within multiple core systems concurrently.
• Process Monitoring: Maintain real-time tracking of customer requests using internal dashboards to ensure compliance with Ageas service level agreements.
• Team Collaboration: Work with underwriting, pricing, and claims teams to deliver on strategic customer engagement initiatives.
• Market Trends Awareness: Identify and monitor customer behavior trends and standard inquiries that could impact the enhancement of frontline service tools.

Work Experience

• A good quantitative or qualitative baseline display of empathy, emotional intelligence, and structural communication.
• Experience in a relevant customer-facing role in a data-driven service environment.
• Knowledge of insurance products, policy structures, or financial services baseline terms is highly valued.
• Experience of using internal software or databases to explore and validate data, extract records, and manipulate customer datasets for real-time analysis.
• Experienced in the use of telephony systems, unified communication suites, and statistical performance monitoring packages.
• Experience in SOME of the following core interaction frameworks e.g. Active Listening, Empathy Mapping, Conflict Resolution, Query Branching Logs, Inbound Call Routing, and Cross-Functional Escalation Pathways.

Benefits

At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve Top Employer status in the UK.

Here are some of the benefits you can enjoy at Ageas

• Supporting your Wealth: Annual competitive salary range of £23,500 - £26,500 (dependent on experience), evaluated during Annual Salary Reviews, with eligibility for Annual Bonus Schemes, Competitive Pension structures, Employee Savings plans, and Employee Loans.
• Flexible Working: Smart Working @ Ageas gives employees flexibility around location (as long as it’s within the UK) and, for many of our roles, flexibility within the working day to manage other commitments, such as school drop offs etc. We also offer all our vacancies part-time/job-shares. We also offer a minimum of 35 days holiday (inc. bank holidays) and you can buy and sell days.
• Supporting your Health: Dental Insurance, Health Cash Plan, Health Screening, Will Writing, Voluntary Critical Illness, Mental Health First Aiders, Wellbeing Activities – Yoga, Mindfulness.
• Supporting you at Work: Well-being activities, sports and social club events, and centralized employee recognition frameworks.
• Supporting you and your Family: Maternity/pregnant parent/primary adopter entitlement of 16 weeks at full pay and paternity/non-pregnant parent/co-adopter at 8 weeks’ full pay.
• Benefits for Them: Partner Life Assurance and Critical Illness cover.
• Get some Tech: Deals on various gadgets including Wearables, Tablets and Laptops.
• Getting around: Car Salary Exchange, Cycle Scheme, Vehicle Breakdown Cover.
• Supporting you back to work: Return to work programme after maternity leave.

About Ageas

We are one of the largest car and home insurers in the UK. Our People help Ageas to be a thriving, creative and innovative place to work. We show this in the service we provide to over four million customers.

As an inclusive employer, we encourage anyone to apply. We’re a signatory of the Race at Work Charter and Women in Finance Charter, member of iCAN and GAIN. As a Disability Confident Leader, we are committed to ensuring our recruitment processes are fully inclusive. That means if you are applying for a job with us, you will have fair access to support and adjustments throughout your recruitment experience. If the list does not cover the support you need, please contact our Recruitment Team to discuss how they can help. We also guarantee an interview for applicants with a disability who meet the minimum criteria for the role. For more information, please see Ageas Everyone.

We have a zero-tolerance approach towards any form of harassment during the recruitment process, ensuring that everyone is treated with respect and professionalism.

Our aim is to have great people everywhere in our business and we’re always looking for outstanding people to join us. Most roles across Ageas allow a proportion of your time to be spent working from home and we’re open to discussing flexible working, including full-time, part-time or job share arrangements. To find out more about Ageas, see About Us.