Introduction

At Pen, we don’t just underwrite risk, we unlock possibility. We’re a dynamic underwriting and distribution business backed by the strength of Gallagher and powered by a belief that every challenge has a solution. With entrepreneurial energy, niche expertise, and a bold growth mindset, we’re transforming what it means to be an MGA in today’s insurance landscape. Whether you’re shaping new products, solving complex problems, or collaborating across teams, your ideas and initiative will help deliver smarter solutions for our clients—and move the industry forward. Here, agility meets stability. Creativity meets execution. And your career meets real opportunity. At Pen, we champion innovation, value accountability, and thrive on building something better together. If you’re looking to join a team that’s rewriting the future of underwriting, we’d love to hear from you.
Overview

The Customer Trading Advisor plays a pivotal role in delivering exceptional service to brokers and supporting the smooth operation of trading activities within the insurance industry. This role involves managing inbound and outbound communications, maintaining accurate records, and ensuring that all policy requirements are met in a timely and efficient manner. The ideal candidate will be a proactive and organised individual with strong communication skills and a customer-focused approach.

How you'll make an impact

• Handle inbound and outbound telephone calls professionally, ensuring a friendly and efficient service.
• Act as a reliable and knowledgeable point of contact for brokers, delivering excellent customer service.
• Run reports using internal systems to identify outstanding actions and requirements, and follow up on new and renewal business.
• Collaborate with the accounts team to contribute to the reduction of aged debt.
• Understand and process claims cover requests, ensuring service standards are consistently met.
• Manage and organise team mailboxes to ensure timely responses and task completion.
• Accurately update internal systems with call notes, policy details, and relevant documentation.
• Chase brokers for outstanding policy requirements and escalate issues to underwriters when necessary.
• Adhere to all regulatory, compliance, and internal quality standards.
• Assist with policy trading activities in line with company procedures and guidelines.
• Contribute to improving customer satisfaction metrics, including Feefo and Trustpilot scores.

About You

• Proven experience in a customer service or call-handling role, ideally within a fast-paced environment.
• Excellent verbal and written communication skills, with the ability to handle challenging conversations confidently.
• Strong organisational skills and the ability to manage multiple tasks and priorities effectively.
• Proficiency in Microsoft Office applications and the ability to quickly learn internal systems.
• High attention to detail and a proactive, problem-solving mindset.
• Resilience and confidence in managing high call volumes and meeting targets or deadlines.
• Professional, approachable, and aligned with the organisation's values and operating principles.
• Self-motivated with the ability to work independently, taking ownership and accountability for workloads.
• A positive and enthusiastic attitude, with the ability to adapt and thrive in a fast-paced, evolving team environment.

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Compensation and benefits

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

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• 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

Other benefits include:

• 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…

We value inclusion and diversity

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organisation. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher is Disability Confident Committed. We have pledged to make sure our recruitment process is inclusive and accessible, in addition to supporting our existing employees with any long-term health conditions or disabilities.

We understand that applicants may have disabilities, if you do, you may find some parts of the recruitment process more challenging than others. Don’t worry, we’re here to help, however, we can only do this if you let us know.

Should you require reasonable adjustments to your application, please get in touch with . If you’d prefer to speak on the phone, please request a call back, leaving details, so we get in touch