_{03rd August, 2026}

A key role supporting independent community pharmacies with high‑quality insurance services. This position focuses on delivering excellent customer service, building strong client relationships, and achieving sales and retention targets within a not‑for‑profit organisation committed to reinvesting in service provision.
 
Role Purpose

• Support pharmacy clients with professional, accurate and commercially focused insurance guidance.
• Build and maintain trusted relationships to maximise customer satisfaction and retention.
• Achieve sales, service and renewal targets across the insurance portfolio.
• Act as the first point of contact for all customer enquiries relating to new business, renewals and policy changes.

Key Responsibilities

• Handle a mix of inbound and outbound calls, meeting agreed service levels and KPI expectations.
• Convert sales and renewal opportunities in line with departmental targets.
• Deliver consistently high standards of customer service, demonstrated through call quality, complaint levels and customer feedback.
• Identify customer needs through effective questioning and active listening, highlighting suitable products and opportunities.
• Clearly explain policy features, benefits and limitations to ensure customers fully understand their cover.
• Manage and resolve customer queries promptly and professionally, ensuring satisfactory outcomes.
• Prepare documentation for new business, renewals, mid‑term adjustments and cancellations.
• Maintain accurate records and uphold a positive, professional representation of the organisation at all times.

Compliance

• Adhere to FCA guidelines and internal compliance standards.
• Support audit requirements through accurate documentation and process adherence.

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