Full job descriptionHousehold Sales / Renewals Advisor
Purpose of the Role
To provide customers with quotations, policy advice and renewal options for home insurance, converting enquiries into sales while delivering excellent customer service and ensuring regulatory compliance.
Key Responsibilities
*Handle inbound and outbound calls relating to new business and renewals.
*Generate quotations for household insurance products.
*Convert quotations into new business sales.
*Retain existing customers by negotiating competitive renewal terms.
*Identify cross-selling opportunities (e.g. motor, travel, landlord or legal expenses insurance).
*Explain policy cover, exclusions and optional extras.
*Process mid-term adjustments, cancellations and policy amendments.
*Maintain accurate customer records using the company’s CRM and insurer systems.
*Meet FCA compliance requirements and Treating Customers Fairly (TCF) standards.
*Achieve individual sales, retention and quality targets.
Products
Typically includes:
*Buildings Insurance
*Contents Insurance
*Combined Household Insurance
*Landlords Insurance
*High Value Home (where applicable)
*Optional add-ons such as legal expenses, home emergency and personal possessions.
Skills & Experience
*Insurance sales or renewals experience (preferably personal lines).
*Excellent telephone and customer service skills.
*Ability to build rapport and identify customer needs.
*Experience using insurer portals or broking systems.
*Good negotiation and objection-handling skills.
*Strong attention to detail and administrative accuracy.
*Comfortable working to sales and retention targets.
*Knowledge of FCA regulations and Consumer Duty is advantageous.
Typical Performance Measures
*New business conversion rate.
*Renewal retention rate.
*Cross-sell performance.
*Quality and compliance scores.
*Customer satisfaction.
*Productivity and call handling metrics.
Suitable Background
Candidates often come from:
*Household Insurance
*Motor Insurance
*Personal Lines Broking
*Call Centre Sales
*Insurance Customer Service
*Banking or Financial Services customer-facing roles