Account Handler - Commercial Insurance
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Are you ready to make a difference?
Role Purpose
Tilt is an innovative digital broker under the Howden umbrella, leveraging AI and automation to deliver effortless, self-service insurance solutions. We are redefining the commercial insurance space by removing unnecessary friction and making it easier for businesses to manage their policies online.
As a Commercial Insurance Executive, you'll be at the forefront of this transformation. You'll combine your sales and service expertise to guide customers through digital self‑service journeys and support them through live chat, phone, and email. While optimising AI-driven assistants to improve customer interactions and ensure continuous improvement in our digital service offerings.
This role is perfect for someone with a background in sales and customer service who loves helping customers, thrives in a digital environment, and is looking to be part of an AI-first insurance startup, backed by Howden's financial strength and industry expertise. You won't just be handling customer inquiries - you'll be shaping the future of digital broking.
We're looking for people who know how to sell, support, solve problems, and build trust.
Key Accountabilities
- Deliver excellent customer service via live chat, phone and digital channels
- Support customers through the policy quote, purchase, adjustment and renewal journey
- Identify customer needs and confidently recommend the most suitable next steps within our non‑advised sales environment
- Guide customers through self‑service tools, digital journeys and online account management
- Optimise AI responses by identifying gaps, improving messaging, and monitoring trends
- Escalate complex cases to underwriting or specialist teams when required
- Track and report on customer engagement, sales performance and service efficiency
Skills & Experience
Required
oBackground in sales and customer service
oStrong communication skills, with the ability to build rapport, influence outcomes, and deliver exceptional service
oConfidence in working towards performance goals such as service quality, sales conversion and productivity
oAbility to break down complex ideas into simple, customer‑friendly explanations
oComfortable working in a fast‑paced, digital‑first environment
oA proactive self‑starter who thrives in an entrepreneurial team and agile environment
Nice to have (but not essential - we'll train you)
- Experience in commercial insurance or FCA-regulated environments
- Familiarity with chat-based support, CRM systems, or digital tools
Diversity and inclusion - more than words and a tick box
Howden people authentically prioritise diversity and seek out ways to work inclusively. We're not seeking the one Howden 'personality type' - that doesn't exist, and nor would we want it to. We value individuality of personality and originality of thought. But we seek out those who share the same core values as us…
- Our successes have all come from someone brave enough to try something new
- We support each other, in the small everyday moments and the bigger challenges
- We're determined to make a positive difference, at work and beyond
Our chief competitive advantage is you - you are all different and each one of you brings something special to our business. So of course we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect - regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.