Current Vacancies

Salary: £30,552.89 per year
Hours: 42.5 hours per week, Monday to Friday
Location: ALA Insurance, Malton, North Yorkshire
Working arrangement: Office-based

About ALA Insurance

ALA Insurance is one of the largest online independent providers of 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, so there is no agenda to sell, and our customers feel no pressure to buy. This customer-first ethos runs through all our departments and is integral to our success.

Our customer-centric approach and award-winning wellbeing programme are just two of the reasons we were featured as one of the Sunday Times Best Places To Work 2026 in the Small Organisation category.

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 more than 22,000 reviews.

Insurance from the kind kind, not the pushy kind.

About the role

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 they can really trust.

The ALA difference? You’ll be on a full salary with no commission. That means you can encourage our customers to ask questions, go into all the details they need and help them decide whether a policy is right for them.

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

Most importantly, you’ll embody our Workplace Culture of “we care, we share, we trust”, working collectively and celebrating differences.

What you’ll be doing

After comprehensive training with our team, you’ll know ALA Insurance products inside out. When our customers have questions about us, our policies or our processes, you’ll be ready to help.

You’ll support both new and existing customers by answering questions, providing quotes, and setting up policies by phone, email, and live chat.

You’ll also help us manage the details, keeping our back-office systems accurate and up to date and ensuring our records and paperwork comply with FCA regulations.

Your key tasks

Answering customer calls and emails promptly and with a smile, always ready to help.

Keeping policy and customer information accurate and up to date in our back office system.

Contacting customers who have requested a callback and customers regarding expiry or renewal.

Creating quotes and setting up policies over the phone, via live chat, or by email.

Amending policy information quickly and efficiently and directing customers to the relevant claims team.

Managing updates to finance payments and dealing with PayPal refunds and invoicing.

Helping to solve customer problems and handling complaints with a warm, friendly approach, escalating where necessary.

What we’re looking for

You’ll be a clear and confident communicator with excellent written English and accurate spelling and grammar.

You’ll be comfortable talking to customers on the phone and managing more challenging conversations in a warm and professional way.

You’ll work well as part of a team, be happy to muck in wherever needed and be able to organise and prioritise multiple tasks.

You’ll be comfortable using Microsoft Outlook, Excel and Word and either have experience using a sales team platform or be eager to learn.

Most importantly, you’ll be

Positive with a can-do attitude, flexible and open to change, proactive, helpful and friendly, supportive and approachable, professional, organised and a good communicator.

You’ll also be happy working independently as well as part of a team.

Working arrangements

This role is office-based. 

Education: A Level or equivalent preferred.

Experience: One year of customer service experience preferred.

Benefits

You’ll receive 25 days annual leave plus bank holidays, access to our award-winning health and wellbeing programme including free counselling sessions with an external provider, free shuttle service from local stations and free on-site parking.

Additional benefits include hybrid working after a qualifying period, a birthday day off, a bonus scheme after a qualifying period, casual dress, company events, a company pension, early December pay, free insurance products after a qualifying period, our flattened structure, and training.

Diversity, equity and inclusion

ALA is committed to growing and sustaining a business that is both representative and inclusive of the communities we live and work within.

We believe a diverse and inclusive workforce enables us to thrive and deliver brilliant work. We actively welcome applications from individuals and groups who are underrepresented and celebrate differences.

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

Salary: £10,783.50 pro rata per year
Hours: 20 hours per week, Monday to Friday, 10am to 2pm
Working pattern: 39 weeks per year during school term times
Location: ALA Insurance, Malton, North Yorkshire
Working arrangement: Office-based

About ALA Insurance

ALA Insurance is one of the largest online independent providers of 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, so there is no agenda to sell, and our customers feel no pressure to buy. This customer-first ethos runs through all our departments and is integral to our success.

Our customer-centric approach and award-winning wellbeing programme are just two of the reasons we were featured as one of the Sunday Times Best Places To Work 2026 in the Small Organisation category.

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 more than 22,000 reviews.

Insurance from the kind kind, not the pushy kind.

About the role

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 they can really trust.

The ALA difference? You’ll be on a salary with no commission. That means you can encourage our customers to ask questions, go into all the details they need and help them decide whether a policy is right for them.

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

Most importantly, you’ll embody our Workplace Culture of “we care, we share, we trust”, working collectively and celebrating differences.

What you’ll be doing

After comprehensive training with our team, you’ll know ALA Insurance products inside out. When our customers have questions about us, our policies or our processes, you’ll be ready to help.

You’ll support both new and existing customers, answering questions, providing quotes and setting up policies by phone, email and live chat.

You’ll also help us take care of the details, keeping our back office systems accurate and up to date and ensuring our records and paperwork comply with FCA regulations.

Your key tasks

Answering customer calls and emails promptly and with a smile, always ready to help.

Keeping policy and customer information accurate and up to date in our back office system.

Contacting customers who have requested a call-back and customers regarding expiry or renewal.

Creating quotes and setting up policies over the phone, by live chat or email.

Amending policy information quickly and efficiently and directing customers to the relevant claims team.

Managing updates to finance payments and dealing with PayPal refunds and invoicing.

Helping to solve customer problems and handling complaints with a warm, friendly approach, escalating where necessary.

What we’re looking for

You’ll be a clear and confident communicator with excellent written English and accurate spelling and grammar.

You’ll be comfortable talking to customers on the phone and managing more challenging conversations in a warm and professional way.

You’ll work well as part of a team, be happy to muck in wherever needed and be able to organise and prioritise multiple tasks.

You’ll be comfortable using Microsoft Outlook, Excel and Word and either have experience using a sales team platform or be eager to learn.

Most importantly, you’ll be positive with a can-do attitude, flexible and open to change, proactive, helpful and friendly, supportive and approachable, professional, organised and a good communicator.

You’ll also be happy working independently as well as part of a team.

Working arrangements

This is a term time only position, working Monday to Friday from 10am to 2pm, totalling 20 hours per week for 39 weeks per year during school term times for England and Wales.

Exact working dates will depend on your applicable Local Authority area.

This role is office-based. 

Education: A Level or equivalent preferred.

Experience: One year of customer service experience preferred.

Benefits

You’ll receive annual leave plus bank holidays, pro rated according to the exact working dates, along with access to our award winning health and wellbeing programme, including free counselling sessions with an external provider.

You’ll also benefit from a free shuttle service from local stations and free on site parking.

Additional benefits include hybrid working following a qualifying period, a birthday day off, bonus scheme following a qualifying period, casual dress, company events, company pension, early December pay, free insurance products following a qualifying period, our flattened structure and training.

Diversity, equity and inclusion

ALA is committed to growing and sustaining a business that is both representative and inclusive of the communities we live and work within.

We believe a diverse and inclusive workforce enables us to thrive and deliver brilliant work. We actively welcome applications from individuals and groups who are underrepresented and celebrate differences.

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