Customer Service Advisor

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast‑paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well.

Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

At Gallagher Bassett, we're looking for a Customer Service Advisor to join our Frontline Services team in Ipswich. This is a full time, office based position working 37.5 hours per week on a 7 week rotating shift pattern. The rota includes one late shift week in every 7 (10am to 10pm), two full weekends in every 7 weeks, and one additional Saturday, with time off provided during the week where applicable.

As the first point of contact for customers, you'll play a key role in providing support, gathering information, and ensuring every interaction is handled professionally and accurately. This is an excellent opportunity for someone looking to build a long term career. Many of our Claims Handlers, Team Leaders, and specialists across the business started their careers within the Contact Centre, making this role a genuine stepping stone into the wider insurance industry.

You'll receive full training, ongoing support, and the opportunity to progress into a variety of teams as your career develops.

We're particularly interested in people who enjoy helping others, can follow processes, communicate confidently, and work well in a fast paced environment.

• Handle incoming customer calls in a professional and empathetic manner
• Accurately record customer information onto internal systems
• Follow established processes and Standard Operating Procedures at all times
• Manage administrative tasks relating to customer enquiries and claims notifications
• Communicate effectively with customers and colleagues across the business
• Use training materials and guidance to ensure accurate outcomes for customers
• Accept and act on feedback to continually develop your skills and performance
• Deliver a high standard of customer service on every interaction

• Strong communication and customer service skills
• Comfortable speaking with customers over the phone
• Ability to accurately input and update information on computer systems
• Strong attention to detail
• A positive attitude and willingness to learn
• Good organisational skills and ability to manage your workload
• Ability to follow processes and work within established procedures
• Must be eligible to work in the UK

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

• 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

• 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…