Job Purpose
As a Customer Service Advisor you will be the first point of contact for customers who have suffered a loss following an incident with their vehicle. Treating customers with understanding and empathy, you will capture all relevant information efficiently and accurately, validate policies and confirm indemnity while providing an excellent customer experience. Utilising effective questioning techniques and investigations, you will accurately assess liability, offering customers the benefits of client supply chain for losses sustained and legal representation as required. You will also deal with general customer claims enquiries.
Start date: July 6, 2026 with a 4–6 week training program. Following completion of the training period, you will move onto a rolling shift rotation averaging 37 hours per week, which includes evening and weekend work.
Key Duties & Responsbilities
- Take inbound calls from customers following a motor incident, validating cover and ancillary products as well as assessing liability
- Collate data accurately and effectively
- Deliver an excellent customer experience through a friendly telephone manner and active listening
- Communicate clearly to customers and/or their representatives
- Meet own targets and SLAs
- Liaise with external companies and internal departments in a timely and professional manner to process the customer’s claim notification
- Resolve issues, preventing expressions of dissatisfaction from escalating into complaints
- Contribute towards continuous improvement by generating ideas
- Question and challenge peers or managers when processes do not meet expectations or do not put customers at the heart of business
- Drive personal development by actively seeking development opportunities
- Ensure compliance with all procedural and regulatory legislation as required by FCA and keep safety of customers and the business in mind
- Take responsibility for own actions, keeping up to date with all communications, processes and procedures
- Adhere to company policies and procedures
- Actively and positively promote and represent Carpenters Group within the firm and to external bodies
Experience & Knowledge
- Previous experience in a telephone‑based customer service/contact centre environment
- Professional approach
- Outstanding communication and customer service skills
- Strong written, oral and interpersonal skills
- Ability to work using own initiative within boundaries
- Ability to work in a fast‑paced environment
- Ability to work effectively with people across a wide range of levels and responsibilities
- Good IT/keyboard skills
- Attention to detail
- Good team‑working skills
Benefits
- 22 days plus bank holidays or day in lieu
- Hybrid working model (in relevant role)
- 2 volunteering days to support charitable initiatives
- Matched giving – up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan – claim back dental, physio, optical appointments
- Medicash App – access to rapid digital physiotherapy, skin cancer screening assessments, fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life assurance scheme (4 times salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of wellbeing champions – providing mental health support
- Training and development opportunities
- Funded social events to connect with colleagues
- Dress for your day policy
Here at Carpenters Group diversity and inclusion matters; it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.
#J-18808-Ljbffr…