Careers at Smart Cover | Join Our Team

Q: How do I apply?

Click 'Apply Now' on the relevant vacancy above or email your CV and cover letter to careers@smart-cover.co.uk, quoting the vacancy reference number.

Life at Smart Cover

Why Join Our Team?

We're a specialist UK insurance intermediary with over 20 years of combined sector expertise. Our people are at the heart of how we deliver rapid claims, price match promises, and support to our home emergency and appliance insurance customers.

Award-Winning Culture

Recognised as an award-winning insurance services provider. Work with a team proud of its 4.3★ Reviews.io rating and 4.61★ Smart Money People score.

Career Growth

We support professional development including Cert CII, compliance training, and internal progression across our home emergency, appliance, and motor cover divisions.

Meaningful Work

Every call you handle, every claim you process, directly helps a UK homeowner when their boiler breaks down or appliance fails. Real impact, every day.

FCA-Regulated Security

We are fully authorised by the Financial Conduct Authority (FRN 600428), giving you the stability and governance of a properly regulated financial services employer.

Current Openings

Open Vacancies

All roles are based at our Watford office. We welcome applications from candidates with backgrounds in insurance, financial services, and customer-facing roles.

Customer Support Team

Customer Support Advisor – Home Emergency & Appliance Insurance

Watford, WD17 1JJ Full-Time Insurance Services Ref: SC-CS-2025-01

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About the Role

As a Customer Support Advisor at Smart Cover, you will be the first point of contact for policyholders across our full product portfolio — home emergency cover, boiler breakdown insurance, appliance insurance, plumbing and drainage cover, landlord insurance, and motor breakdown cover. You will manage inbound calls, emails, and live chat enquiries, providing clear policy information, processing renewals, and delivering the 24/7 UK-based service our customers depend on.

This is a customer-facing role in a fast-paced insurance intermediary environment. You'll work closely with our claims team and a UK-wide network of engineers to ensure customers receive rapid, effective assistance when their home or appliance experiences an emergency.

Key Responsibilities

Handle inbound and outbound customer calls regarding home emergency cover, boiler breakdown insurance, appliance insurance, motor breakdown cover, and landlord policies
Process new policy applications, mid-term adjustments, renewals, and cancellations in line with FCA guidelines and Consumer Duty obligations
Provide accurate product information about cover levels, excesses, claim limits (up to £500 per claim), and policy exclusions
Assist customers in initiating insurance claims; coordinate first-notification-of-loss (FNOL) handovers to the claims team
Respond to customer emails and live chat enquiries promptly, maintaining service levels agreed under our rapid claims process
Accurately record all customer interactions in the CRM system and update policyholder records
Promote customer retention through excellent service, explaining price-match promises and policy benefits
Escalate complaints in accordance with the firm's complaints handling procedure and FCA DISP rules
Support Smart Cover app onboarding and digital self-service queries
Contribute to team targets for customer satisfaction, NPS, and first-contact resolution rates

Person Specification

Minimum 1 year of customer service experience, ideally within insurance, home warranty, or financial services
Excellent verbal and written communication skills
Proficiency with CRM systems and standard office software
Understanding of FCA Consumer Duty and the importance of treating customers fairly
Ability to explain insurance policy terms clearly, including IPIDs, cover limits, and excess structures
Calm, empathetic approach when supporting customers through home emergencies or appliance breakdowns
GCSEs (or equivalent) including English and Maths at Grade C/4 or above
Cert CII or willingness to study toward is desirable but not essential

Claims Team

Claims Handler – Home Emergency & Appliance Insurance

Watford, WD17 1JJ Full-Time Insurance Claims Ref: SC-CL-2025-01

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About the Role

Smart Cover's claims team is central to our promise of a rapid claims process. As a Claims Handler, you will manage the end-to-end lifecycle of insurance claims across home emergency cover, boiler breakdown insurance, plumbing and drainage cover, appliance insurance (including washing machines, dishwashers, ovens, cookers, fridge-freezers, and tumble dryers), landlord emergency policies, and motor breakdown cover.

You will dispatch and coordinate our UK-wide network of nationwide engineers, validate claims against policy terms, process settlements up to the claim limit, and ensure every claimant is treated fairly in accordance with FCA rules. Our average engineer call-out time is 60 minutes — your role keeps that standard high.

Key Responsibilities

Manage first notification of loss (FNOL) for home emergency, appliance, and motor breakdown claims
Validate claims against policy cover, excess, claim limits (up to £500 per claim), and exclusion criteria set out in the IPID and policy wording
Dispatch qualified engineers from Smart Cover's UK-wide nationwide engineer network to policyholders' properties
Coordinate boiler breakdown, plumbing and drainage, electrical breakdown, central heating, pest infestation, and appliance repair attendance
Process claim settlements, engineer payments, and authorisation of parts and materials within policy limits
Maintain accurate claims records in the claims management system throughout the lifecycle of each case
Handle motor breakdown roadside assistance referrals, targeting a 60-minute average call-out response
Identify and escalate potentially fraudulent claims to the compliance team in line with Smart Cover's fraud controls
Manage and resolve claimant complaints at first touch, escalating in line with FCA DISP rules where necessary
Produce regular claims MI and contribute to monthly claims performance reporting

Person Specification

Minimum 1 year of insurance claims handling experience in home emergency, appliance, motor, or property insurance
Understanding of FCA claims handling obligations under ICOBS and Consumer Duty
Familiarity with IPID and policy wording structure, including excess and claim limit application
Strong organisational skills and ability to manage a high-volume claims diary
Experience with claims management software and CRM systems
Clear communication skills for managing claimants in distress during home or appliance emergencies
Cert CII (or working towards) is advantageous
Knowledge of engineer dispatch and trade contractor management is a bonus

Quality & Compliance Team

Quality & Compliance Executive – Insurance Intermediary

Watford, WD17 1JJ Full-Time Compliance & Regulation Ref: SC-QC-2025-01

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About the Role

Smart Cover Insurance Services is an FCA-authorised insurance intermediary (FRN 600428), operating as an Appointed Representative of City and Commercial Limited (FRN 314346). As a Quality & Compliance Executive, you will support the firm's regulatory framework across customer support, claims, and commercial operations, ensuring we meet our obligations under the Insurance Distribution Directive, Consumer Duty, SMCR, and FCA PROD product governance rules.

This role sits at the intersection of quality assurance and regulatory compliance, covering call monitoring, policy wording reviews, IPID accuracy, complaints oversight, and ongoing operational risk management across our home emergency cover, appliance insurance, boiler breakdown, landlord cover, and motor breakdown product lines.

Key Responsibilities

Conduct and record call quality monitoring across the customer support and claims teams, scoring against FCA compliance, conduct risk, and treating customers fairly (TCF) standards
Review and maintain Insurance Product Information Documents (IPIDs), terms and conditions, and key policy documents for all Smart Cover products including home emergency cover, appliance insurance, boiler breakdown, landlord emergency, and motor breakdown cover
Monitor and report on Consumer Duty compliance, including customer outcome testing and product value assessments across Smart Cover's insurance product range
Maintain the firm's compliance monitoring programme and produce periodic reports for senior management
Oversee the complaints register; ensure complaints are handled within FCA DISP timescales; prepare FOS referral documentation as required
Support the firm's SMCR obligations, including maintenance of responsibilities maps and individual conduct rule awareness training
Review marketing materials, digital content, and affiliate communications for FCA financial promotion compliance
Conduct risk assessments on operational process changes affecting customer-facing insurance intermediation activities
Liaise with the principal firm (City and Commercial Limited) on regulatory matters and appointed representative obligations
Monitor FCA regulatory updates, CP publications, and thematic reviews relevant to home emergency and appliance insurance intermediaries

Person Specification

Minimum 2 years' experience in a compliance, quality assurance, or risk role within an FCA-regulated firm
Strong working knowledge of FCA Consumer Duty, ICOBS, PROD product governance, and Insurance Distribution Directive (IDD)
Experience reviewing IPID documents and policy wordings against FCA disclosure requirements
Familiarity with SMCR individual conduct rules and senior manager obligations
Experience designing and operating a compliance monitoring programme
Understanding of FCA complaints handling rules under DISP
Cert CII or ICA Certificate in Compliance or equivalent professional qualification preferred
Highly organised with strong written reporting skills
Knowledge of the home emergency or appliance insurance market is a significant advantage

Frequently Asked Questions

Careers FAQ

Where is Smart Cover's office?

Our principal place of business is Citibase, 42–44 Clarendon Road, Watford, WD17 1JJ. Watford is easily accessible from London Euston, St Albans, and the M25 corridor.

Is Smart Cover FCA authorised?

Yes. We are an appointed representative of City and Commercial Limited (FRN 314346), authorised and regulated by the Financial Conduct Authority. Our firm reference number is FRN 600428.

What products will I be working with?

All roles involve Smart Cover's full product range: home emergency cover, appliance insurance, boiler breakdown insurance, plumbing & drainage cover, landlord home emergency, and motor breakdown cover.

How do I apply?

Click "Apply Now" on the relevant vacancy above or email your CV and cover letter to careers@smart-cover.co.uk , quoting the vacancy reference number.

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Call Us

Build a Career at
Smart Cover

Why Join Our Team?

Award-Winning Culture

Career Growth

Meaningful Work

FCA-Regulated Security

Open Vacancies

Customer Support Advisor – Home Emergency & Appliance Insurance

About the Role

Key Responsibilities

Person Specification

Claims Handler – Home Emergency & Appliance Insurance

About the Role

Key Responsibilities

Person Specification

Quality & Compliance Executive – Insurance Intermediary

About the Role

Key Responsibilities

Person Specification

Don't See the Right Role?

Careers FAQ

Where is Smart Cover's office?

Is Smart Cover FCA authorised?

What products will I be working with?

How do I apply?

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