Customer Service Agent


What’s involved?

When you join us at One Call Insurance you will become part of a well-established, rapidly expanding local call centre which has been operating for over 25 years. Our main products are car, home, van and motorbike insurance – but we do offer much more than that. We even own a couple of football clubs, two office dogs, a mortgage advice broker and our own gym. We have nearly a million customers and employ more than 750 staff across the Group, many of whom have worked for us for over five years. So, it’s fair to say that we can offer you more than a job. We can offer you a career – that is filled with variety, progression opportunities and reward

We pride ourselves on ensuring good consumer outcomes are at the heart of our culture and as part of our team you will be at the very forefront of our vision. We are looking for dynamic and hardworking individuals to join our exciting, fast paced and buzzing office environment. Your career starts here.

Within this role you will operate across our phone and chat services to support customers with their policies which includes helping them find the right product, renewals and mid-term changes. Joining our business includes a full induction process to teach you everything you need to know for your role with ongoing training and support provided as you continue your journey with us.

What else can we tell you about us?

We’re always striving to improve and do our best by our customers – all of them!

  • 95% of our customer reviews are positive … we currently have two hundred and fifty thousand 5 star reviews.
  • Our customers can purchase our policies on every major comparison site.
  • We recently won Broker of the Year at the Insurance Choice awards – an award voted for solely by our customers.
  • We were recently shortlisted for Customer Champion of the Year at the Insurance Times awards.
  • We offer every one of our motor insurance customers FREE breakdown membership.
  • Every home insurance customers gets FREE home emergency cover.
  • We are one of the only insurance brokers offering Apple Pay, Google Pay and Paypal payment methods.
  • We have a customer portal that allows our customers to manage their policies 24/7 at a time and place to suit them.
  • We think we’re quite exciting and hopefully you will too!

We set out strong values and beliefs in which all our staff follow through and deliver with passion through effective team work. We are continually improving in all that we do and we offer a supportive and friendly environment to work in. Our offices are open plan with managers and individuals working alongside each other to give our staff the best start to their career

What can we offer?

Our salary package places your earning opportunity into your own handswith opportunities to earn bonuses and incentives across multiple areas. These are all driven towards supporting our customers and delivering a positive service and include monthly incentives up to the value of £100per department and bonuses for completed suggestionsto make improvements to our processes and procedures. Our performance related paypackage means you could earn on average up to £26,174!

For those that are hungry for more , we have our Course of Excellence programme – which in essence is a fast track to management programmefor our top performers.

As a permanent employee we will provide you with the following additional benefits:

  • £400 Annual performance bonus
  • £20 per hour for every hour of overtime you do
  • Full Training Programme Provided
  • Free gym access for all employees with on site personal training
  • Free on-site parking
  • Subsidised staff canteen, you’ll then get FREE meals after 5 years’ service.
  • One Call events such as ‘a day at the races’
  • Annual leave starting at 20 days (increasing up to 25 days) plus bank holidays
  • “Star of the Month” and One Call leader-board schemes and bonus incentives within each department
  • Additional benefits based on time served such as car allowance, free breakdown cover, health insurance, and free travel insurance.
  • Workplace pension contributions.
  • Internal progression opportunities with a strong focus on promoting from within and providing opportunities to learn new skills and move to different departments
  • Monthly Lottery Scheme (jackpot currently £1,500.00+)
  • And the list continues …

What are we looking for?

You don’t need to be a master of insurance or even understand how insurance policies work, we’ll provide detailed training to inform you of all this. We’re looking for a positive and can do attitude with a commitment to learning and delivering excellent customer service.

Our offices are open from 8am-8pm Monday to Friday and 9am-4pm at the weekend. We provide a few different shifts which we’ll explain at your interview.

What skills do you need?

  • Strong communication skills with a passion for helping others
  • Professional manner
  • Troubleshooting and problem-solving skills
  • Ability to work to targets/deadlines
  • Effective time management
  • Basic computer skills

How will I be working?

Depending on your role, we offer a hybrid model that allows you to split your time between your home and the office. All you’ll need is an internet connection and quiet area to work from and we’ll provide the rest. We feel this helps to combine both working from home and office working. Alternatively, some of our employees opt to work from the office, we leave the choice to you.

Please be aware that you may be subject to a DBS check, our onboarding process will be explained if you are successful in your application.

Good Luck on your application and we hope to hear from you soon!

Working Hours: Full Time – Permanent – 37.5 hrs Per Week

Salary Package: Various Pay Grades Dependant on Role


  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Discounted or free food
  • Employee discount
  • Gym membership
  • On-site parking
  • Referral programme
  • Wellness programmes
  • Work from home


  • 8 hour shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Overtime
  • Weekend availability

Supplemental pay types:

  • Bonus scheme
  • Loyalty bonus
  • Performance bonus
  • Yearly bonus

Job Type: Full-time

Salary: £26,174.00 per year


  • Casual dress
  • Company events
  • Company pension
  • Discounted or free food
  • Employee discount
  • Free parking
  • Gym membership
  • On-site parking
  • Wellness programme
  • Work from home


  • 8 hour shift
  • Monday to Friday
  • Overtime
  • Weekend availability

Supplemental pay types:

  • Performance bonus

If you require alternative methods of application or screening, you must approach PTLW Ltd directly to request this, as we're not responsible for the employer's application process.

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