Customer Care Agent

Start Date: Monday, the 26th of October 2026

Base Salary: £30,000, with progression up to £45,000 (with tenure)

Location: Windsor

Hybrid: (after training)

Neilson: Protecting families. Supporting customers. Together.

Since 2012, Neilson has grown into an award-winning, international life insurance provider with offices across the UK, US, Canada, Ireland, Australia, and New Zealand.

Our vision: to make life insurance simple and accessible to everyone. That means delivering clear guidance, responding with care, and ensuring every customer feels confident in their decisions.

Every customer interaction matters. Every conversation counts.

What we’re looking for:

• Experienced Customer Service Agents with strong verbal communication skills
• Individuals confident in handling both inbound and outbound calls
• Creative problem-solvers who deliver high standards of service
• Detail-oriented and solution-focused with resilience and a positive attitude
• A growth mindset with a willingness to learn
• Previous experience in customer service, insurance, or related sectors is advantageous

What you’ll be doing:

• Managing customer enquiries regarding policies, amendments, and claims
• Handling inbound and outbound calls to assist with queries and retain customers
• Maintaining accurate client records and complying with regulatory standards
• Providing empathetic, professional responses and resolving objections confidently
• Administering claims and processing customer correspondence within set timescales
• Supporting projects designed to improve customer service
• Escalating complex issues appropriately while adhering to company procedures

Our values:

Customer Focused: "We earn our customers' loyalty by exceeding their expectations."
Results Driven: "We are passionate about results - through hard work, continuous improvement, and professionalism."
Team Spirited: "As individuals, we are good, but as a team, we are better."

What you get from us:

• Competitive salary with clear progression to £45,000
• Structured training and ongoing coaching from day one
• Incentives & rewards including Amazon & Love2Shop vouchers, tech gadgets, and more
• Hybrid working options based on performance and service length
• Life Assurance from day one
• Employee Assistance Programme for support in life's challenges
• Wellbeing benefits: flu vaccinations, cycle-to-work scheme, eye test & glasses vouchers
• Pension scheme, 23 days holiday plus bank holidays
• Career progression opportunities with clear pathways

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