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- Tasks: Assist customers via phone, email, and webchat while improving their journey.
- Company: 1st Central is a leading insurance company focused on customer satisfaction and innovative technology.
- Benefits: Enjoy hybrid working, competitive salary, generous holiday, and unique perks like a 'YOUday'.
- Why this job: Join a dynamic team with opportunities for growth and a fun, supportive culture.
- Qualifications: Experience in customer service is preferred; strong communication and problem-solving skills are essential.
- Other info: Starting salary of £24,570, increasing after training; flexible work environment.
The predicted salary is between 20500 - 22000 £ per year.
We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!
We’re recruiting for talented and motivated individuals with a passion in offering excellent customer service, supporting our customers by phone, email and webchat whilst owning, improving and shaping our customer journey.
This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central…
Based from Haywards Heath, West Sussex you’ll be much more than a customer service specialist, with a key eye to review, evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.
Working flexibly, we offer hybrid working of 3 days at home and 2 days in the office after passing your probation period. The first 6 months will be in the office learning everything related to our customers and their journey, taking on new challenges, learning new and exciting skills along the way!
Are you hungry to be part of an evolving team? Are you looking for an exciting new career that’s different with plenty of progression and opportunities to grow further! We would love to hear from you!
You’ll be great if you have these skills:
- Can you resolve an issue and gather facts? We need problem solver!
- Scheduling your workload and day is key. Are you organised?
- Working towards a deadline to be the best! Time management is key
- Do you enjoy building working relationships? Confidence is what we need
- Excellent communicator to our customers and senior management
Here’s a taste of what we can offer you:
- Starting salary of £24,570 p.a. Increasing to £26,170 p.a. subject to completion of the First Central Way, continuous improvement course.
- Start date 26th August 2025
- 3 days a week from home and 2 office days (Tues & Weds), following training and probation period
- Monday to Friday 08:30am to 5pm
- Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
- A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
- ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
- A paid days leave to volunteer
- A fun, energetic and lively working environment
Job Responsibilities:
- You’ll take inbound calls, assisting customers with buying and servicing insurance policies
- You’ll engage with customers by phone and webchat in a contact centre environment
- You’ll continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
- You’ll Engage in a variety of activities, flexing between helping our customers, new and existing projects and experiments in line with our business needs
- You’ll following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
- You’ll contribute and building knowledge, training and process documentation
- You’ll test systems, process changes and new initiatives
- You’ll on-board new products and services to determine the best strategy
- You’ll be the voice of the customer within First Central and the gold standard for performance across all KPIs
- Any other reasonable duties as required
Experience & Knowledge:
- We’d love you to have worked in a customer services environment either retail or a contact centre or other backgrounds will be considered
- You spot the gaps! You’re able to identify continuous improvement gaps in our customer journey
- You’ve knowledge of continuous improvement processes (an advantage)
- You’ve the ability to collaborate and communicate with various stakeholders in the business with new improvement ideas
- You’re not fazed by computers and software, with good Microsoft Excel and Word knowledge
- You’ll be a great communicator both verbal and written
- Organisation, timekeeping and structure are second nature to you
- You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
- You excel in data and statistical analytics
Our ambition is huge. But your impact could be massive.
Sound like you? Then click on Apply.
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
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Customer Services Specialist employer: First Central
Contact Detail:
First Central Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Specialist
✨Tip Number 1
Familiarise yourself with the insurance industry and First Central's specific offerings. Understanding their products and services will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can help you articulate your problem-solving abilities and showcase your confidence when interacting with customers.
✨Tip Number 3
Highlight your organisational skills by preparing examples of how you've managed your workload in previous roles. Being able to discuss your time management strategies will resonate well with the expectations of this position.
✨Tip Number 4
Research continuous improvement processes and be ready to discuss how you've identified and implemented improvements in past experiences. This will show that you align with First Central's commitment to enhancing the customer journey.
We think you need these skills to ace Customer Services Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in a contact centre or retail environment. Emphasise skills like problem-solving, communication, and time management that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to improve customer journeys. Use specific examples from your past experiences to demonstrate how you can contribute to 1st Central's goals.
Highlight Continuous Improvement Skills: Since the role involves identifying gaps and suggesting improvements, make sure to mention any experience you have with continuous improvement processes. This could include examples of how you've previously enhanced customer experiences or operational efficiencies.
Showcase Communication Skills: As excellent communication is key for this role, ensure your application reflects your verbal and written communication abilities. Consider including examples of how you've effectively communicated with customers or stakeholders in previous roles.
How to prepare for a job interview at First Central
✨Showcase Your Problem-Solving Skills
As a Customer Services Specialist, you'll need to demonstrate your ability to resolve issues effectively. Prepare examples of past experiences where you successfully identified problems and implemented solutions, highlighting your analytical skills.
✨Demonstrate Excellent Communication
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently, both verbally and in writing. Be ready to discuss how you've built relationships with customers or colleagues in previous roles.
✨Highlight Your Organisational Skills
Time management and organisation are crucial for this position. Be prepared to discuss how you prioritise tasks and manage your workload, especially in a fast-paced environment. Use specific examples to illustrate your approach.
✨Emphasise Continuous Improvement Mindset
The company values continuous improvement, so be ready to share your ideas on enhancing customer journeys. Discuss any experience you have with process improvements and how you’ve contributed to better practices in previous roles.
