Senior Commercial Insurance Executive

Howden Group Holdings; Peterborough; On-site; GBP 80,000 - 100,000

Job description

Who are we?

Howden is a collective – a group of talented and passionate people all around the world. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 18,000 employees spanning over 100 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Role Purpose

Tilt is an AI-powered digital broker under the Howden umbrella, transforming the way businesses access and manage insurance. Our mission is to provide seamless, self-service, and intelligent digital experiences that redefine what’s possible in the commercial insurance space.

As a Senior Commercial Insurance Executive, you will be a key player in shaping our digital-first approach, leading real-time customer engagement through AI-enhanced live chat and phone support while ensuring seamless self-service interactions. Acting as a bridge between leadership and the customer team, you will oversee daily stand-ups, act as a point of escalation, and contribute to operational decision-making to drive excellence in service delivery.

You’ll also play a critical role in refining our AI-powered experiences and customer self-service solutions, leveraging customer insights to continuously optimise the experience. This is more than just an insurance role—it’s an opportunity to help build the future of AI-driven digital broking within a fast-scaling, Howden-backed startup.

Key Accountabilities

1. Handle customer inquiries via live chat and phone
2. Handle customer escalations for complex service issues
3. First line of support for team members
4. Refine AI Chatbot responses and track engagement trends
5. Support leadership in operational decision making
6. Lead initiatives in improving team performance and customer satisfaction

Skills & Experience

1. Experience in commercial insurance with increasing responsibility
2. Supporting or mentored small teams within operational or service decisions
3. Involved in internal process improvements and customer service strategies
4. Strong operational knowledge across commercial product servicings
5. Familiarity with FCA compliance
6. Knowledge of insurance policy management
7. Ability to simplify complex insurance concepts
8. Adaptability and agility in a fast paced digital environment
9. Self-starter who thrives in an entrepreneurial and agile environment

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same 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 are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours or hybrid working.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent