Position Overview
Do you enjoy roles that combine customer contact, case analysis, and administrative management? Are you looking to bring purpose to your career within an environment where service quality is an absolute priority?
Within the Operations department, you will be involved throughout the insurance management cycle and play a key role in customer satisfaction and loyalty.
You will join SPB Porto as part of a committed team, benefiting from onboarding support and opportunities to develop your skills. The activities related to this role fall within the scope of the United Kingdom operations.
About us
SPB is a leading European group in affinity insurance. We design and manage innovative insurance solutions across various verticals (retail, telecom, etc.).
Our ambition: to place customer experience at the heart of our priorities and support our partners with tailor‑made solutions.
Today, SPB brings together more than 850 employees committed to delivering high‑quality service and exemplary customer relations.
Missions & Responsibilities
1. Handling Customer Requests (multichannel)
Receive and process policyholders’ requests: claims declarations, information requests, case follow‑up, assistance, and contract management
Respond via phone, email, mail, and internal tools, in accordance with procedures
Make outbound calls when necessary (additional information, follow‑up, reminders)
Verify documents, complete files, and update information in internal systems
Develop expertise across various insurance products and demonstrate versatility by mastering different management rules depending on the contracts
2. Service Quality
Ensure accurate, reliable, and well‑structured case handling with clear and tailored responses
Ensure accurate, reliable, and structured case processing with clear and appropriate responses
Meet processing deadlines and guarantee consistency in the information provided
Guide policyholders toward the appropriate solution or relevant contact
Contribute positively to online reputation (Google, Trustpilot) and customer satisfaction indicators (NPS)
3. Contribution to Performance & Continuous Improvement
Contribute to achieving service targets (productivity, quality, deadlines, volume processed)
Identify operational challenges and propose improvements to optimize customer experience
Profile Required
Language
- English: C2 level, written and spoken
Education
- Minimum a Bac+2 level diploma, bachelor’s degree, or equivalent
Experience
Technical Skills
- Excellent communication skills
- Proficiency in common computer and office tools
Human Qualities (Soft Skills)
- Strong listening skills and customer‑service mindset
- Results‑oriented, both individually and collectively
- Ability to handle a variety of requests (calls, emails, web forms) while switching between tools or processes with rigor and method
Why Join Us?
To join an international company operating across Europe, growing and constantly evolving, within a committed team and a structured environment focused on service quality and customer satisfaction
To grow in a dynamic environment offering real opportunities for learning, career development, and both horizontal and vertical mobility
To work in a stimulating role requiring analysis, problem solving, and daily value creation
