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.

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Although this role is listed as full-time, if you're in a job-share partnership, work reduced hours, or have any other flexible arrangement, please still get in touch. We will also offer reasonable adjustments to the recruitment process if required, so please let us know.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)