Calls Recruitment jobs in York YO10

We’re looking for a term-time-only Customer Support Team Member.

(20 hours per week, Monday-Friday, only during term-times)

About ALA:

ALA Insurance is one of the largest online independent providers in the market for GAP Insurance, Warranty, Breakdown Cover and other specialist insurance products. Based in Malton, North Yorkshire, our dedicated, friendly team strives to provide the best quality insurance products and support for our customers. Our award-winning Customer Support Team does not work on commission, and so in all their interactions with customers and prospective customers they have no agenda to sell, and customers feel no pressure to buy. This customer-first ethos runs through all departments and is integral to the business's success. This customer-centric business model and our award-winning wellbeing programme are just two components that have led to us being featured as one of the Sunday Times Best Places To Work (small organisation) in 2026.

Our customers seem happy, too! We’re proud to be one of the UK’s highest-rated insurance providers on Trustpilot, with an “Excellent” 4.9-star rating based on over 22,000 reviews. Insurance from the kind kind, not the pushy kind.

About the role:

Our Customer Support Team is at the heart of everything we do at ALA Insurance. We pride ourselves on constantly being able to offer a calmer, kinder and better-informed insurance experience to all our customers, and to do that, we need someone like you.

Someone who can support customers on every step of their journey. Someone who can share clear, reliable information. Someone who really cares about our customers’ experience, and someone who they can really trust.

The ALA difference? You’ll be on a full salary, no commission. That means you can really encourage our customers to ask anything, go into all the details they’re looking for and help them decide if a policy is right for them. It’s how you’ll help us deliver the unparalleled support that our customers love.

You’ll be working as part of a company with a flattened structure, without traditional top-down hierarchies, where everyone’s voice has equal value. Therefore we’re looking for someone confident in taking decisions independently, comfortable working with a high level of autonomy, and keen to contribute to both team and wider-company decision-making processes.

You’ll be someone that embodies our Workplace Culture of “we care, we share, we trust” at every turn, working collectively and celebrating differences.

Your key responsibilities:

You’ll know our insurance products like the back of your hand.

After some rigorous training with our team members, you’ll know ALA Insurance products inside out and back to front. When our customers have questions about us, our policies or our processes, you’ll be eager to answer every single one.

You’ll always be ready to help both new and existing customers.

Everything you do at ALA will be about showing both potential and current customers how much you know and how much you care. Whether it’s answering questions, providing quotes or setting up the policies our customers need, you’ll be sharing your knowledge at every opportunity, over the phone, over email, or via live chat.

You’ll always take care of the details, just in case.

Our customers trust us to handle everything, and to do that, we need to stay organised. You’ll work hard to keep our back-office system up to date and in line with FCA regulations, checking all the details, keeping correct accurate records, and completing all paperwork on time.

Your key tasks:

• Answering customer calls and emails promptly and with a smile, always ready to help
• Keeping all policy and customer information up-to-date and accurate in our back-office system – VRN, addresses, additional info, paperwork etc.
• Reaching out directly to customers who’ve asked for a call back, and contacting customers regarding their expiry or renewal
• Creating quotes and setting up policies for customers over the phone, live chat or email
• Amending policy information quickly and efficiently whenever a customer needs help and directing customers to their relevant claims team
• Managing updates to finance payments and dealing with PayPal refunds and invoicing
• Helping solve any problems customers might have, handling any complaints with a warm, friendly approach, and escalating if necessary

You’ll be able to:

Communication and literacy:

• Write with accurate spelling and grammar at all times
• Talk in a helpful, informative, and friendly way on the phone with all our current and potential customers
• Manage any tricky conversations with customers in a warm, professional way
• Ask for feedback on your work, and share positive, constructive advice with fellow team members.
• Ask for help whenever you might need it

Teamwork and relationship management:

• Work well in a team, ‘mucking in’ and helping out wherever you’re needed
• Stay organised, manage multiple tasks, and know how to prioritise to meet key deadlines simultaneously
• Work closely and collaborate with everyone on the ALA team across all departments
• Share what you’re working on with others and flag any potential issues early

Administration, monitoring, and reporting:

• Focus on attention to detail and accuracy with everything you do

Industry knowledge and commercial awareness:

• Care about our business and learn everything you can about the way we work

Tools and technology:

• Use Microsoft packages (Outlook, Excel, Word etc.)
• Use a sales team software or platform (or be eager to learn)

Work Quality:

• Care about your work and your attention to accurate details at all times
• Be responsible and proud of delivering high-quality work

And most importantly, to fit with our team you’ll be:

• Positive, with a can-do attitude
• Flexible and open to change
• Proactive
• Helpful
• Friendly
• Supportive and approachable
• Professional
• Organised
• A good communicator
• Happy to work independently on some tasks as well as within a team

Further information

This is a position that is office-based.

ALA is committed to growing and sustaining a business that is both representative and inclusive of the communities we live and work within. At ALA, we believe that a diverse and inclusive workforce enables us to thrive and deliver brilliant work. We actively welcome applications from individuals and groups who are under-represented, and celebrate differences be it ethnicity, religion, age, gender, gender identity or expression, sexual orientation, marital status or disability.

We will only assess you on your abilities and fit for the role, please do get in touch if you would like to discuss any adjustments you need to ensure a level playing field during the recruitment process.

View our Workplace Culture policy: https://www.ala.co.uk/workplace-culture-policy

View our DE&I policy:

https://www.ala.co.uk/diversity-equity-and-inclusion-policy

Requirements:

Education:

• A-Level or equivalent (preferred)

Experience:

• Customer Service: 1 year (preferred)

Work Location:

• In person

Job type, Salary and Schedule:

Job type: term-time-only

Pro-rata Salary: £10,783.50 per year

Schedule:

• Monday to Friday 10am - 2pm (no lunch break)
• 20 hours per week
• 39 weeks per year during school term times for England and Wales (the exact dates will depend on your applicable Local Authority Area)

Benefits:

• Working in a company featured as one of the Sunday Times Best Places To Work (small organisation) 2026
• 25 days annual leave plus bank holidays (for full-time employees - this will be pro-rated for the term-time-only role according to the exact working dates)
• Award-winning health & wellbeing programme, including free counselling sessions with external provider
• Free shuttle service from local stations
• On-site free parking
• Hybrid working*
• Birthday day off
• Bonus scheme*
• Casual dress
• Company events
• Company pension
• Early December pay
• Free insurance products*
• Flattened structure
• Training

*Following a qualifying period

Pay: £10,783.50 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay

Application question(s):

• Do you know this role is for 20 hours per week Monday-Friday during term-times only, and you are happy to apply on this basis?

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person