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- Tasks: Handle home emergency claims via phone and email, ensuring excellent customer service.
- Company: CET is a trusted partner known for quality service since 1988, with a dedicated team of 250 professionals.
- Benefits: Enjoy hybrid working, comprehensive training, and a supportive environment with ongoing coaching.
- Why this job: Join a culture of excellence, make a real impact, and develop your skills in a dynamic team.
- Qualifications: Excellent listening, problem-solving skills, and a genuine passion for customer service are essential.
- Other info: Mandatory training for 5 weeks in Walsall office; flexible shifts available.
The predicted salary is between 21500 - 30000 £ per year.
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Full Time Customer Service Agent – Hybrid – Walsall, Walsall
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Client:
Location:
Walsall, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
1b0f5190ae1d
Job Views:
4
Posted:
29.06.2025
Expiry Date:
13.08.2025
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Job Description:
When it comes down to service, process and people; CET is the partner of choice. Our hallmark characteristics are quality, reliability and outstanding service.
Our highly skilled 250 employees are always prepared to go the extra mile to deliver excellence; it’s a cultural thing. As a result, we offer an unrivalled nationwide service you can trust; delivered by some of the most experienced professionals and technical staff in the business.
Ever since we were first established, back in 1988, we have been developing our systems and services to meet the changing needs of our clients.
We are currently recruiting for Claims Agents to join our busy Claims Department at our Walsall site.
Start date – Monday 4th August 2025
Salary: £26,550 (Full time, 40 hours)
Shifts, one of these patterns will be assigned to you:
- Tuesday – Saturday, alternating between 7:00am – 3:30pm/12:30 – 9:00pm weekly with a 30-minute unpaid lunch each day.
- Sunday – Thursday, alternating between 7:00am – 3:30pm/12:30 – 9:00pm weekly with a 30-minute unpaid lunch each day.
- You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and Thursday with all other days will be working from home).
Mandatory Training:
We will give you all the training you need, when you start. You will get 5 weeks of training on our services, systems and processes which will include handling live customer calls. You will have the training team around to fully support you during this initial training period and then you will have people around you to support you with regular coaching and training up-dates to make sure you are always on top of your game. Thanks to our on-going training, your knowledge of our clients, systems and business processes will be second to none. This training period is mandatory and you must be able to attend all of the sessions.
The 5 weeks of training will take place in our Walsall Office (WS2 7BN), Monday – Friday 08:30am – 5:00pm with a 30 minute unpaid lunch break.
The Company reserve the right to terminate employment if you fail to fully attend any of these important sessions:
Main purpose of the role:
- To receive and answer Home Emergency Claims with urgency via telephone, Email or specific client portals.
- To deploy Suppliers from our network to each claim within the client specific Service Level Agreement (SLA).
- To ensure that every caller receives excellent customer service whether this is a customer or a supplier.
- To follow through every claim so that the customer only has to make one phone call to us.
- To handle and try to resolve any complaint at the first point of notification.
- To be available at all times during your shift to take inbound calls or make outbound calls.
- To record any dissatisfaction in line with Company procedures.
- Ensure that Health and Safety compliance and legal frameworks are adhered to at all times.
- To be a champion of excellent customer service.
About the candidate:
- Essential skills – To be a brilliant Claims Agent in our team you must have
- Have excellent listening skills and natural empathy.
- Top-notch troubleshooting and problem-solving skills with a thirst for knowledge and integrity with learning our business needs and being able to work alone in your own safe and quiet working environment.
- A genuine passion for Customer Service.
- Be able to take accountability.
- Have a professional telephone manner.
- Ability to get on well with people.
- Able to build successful relationships within the wider areas of the business (Contractors, other departments, managers on shift, our insurers).
- Having the initiative to make out-going phone calls as and when needed on a claim by claim basis.
What additional benefits CET can offer you can be found on our careers page!
At CET, we\’re creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.
CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition or need any adjustments to our process that would help you to perform to your full potential, please let us know.
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Full Time Customer Service Agent - Hybrid - Walsall employer: CET Careers
Contact Detail:
CET Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Full Time Customer Service Agent - Hybrid - Walsall
✨Tip Number 1
Familiarise yourself with the company's values and customer service philosophy. Understanding CET's commitment to quality and reliability will help you align your responses during interviews and demonstrate that you're a good fit for their culture.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves handling customer calls, being articulate and confident in your telephone manner will set you apart from other candidates.
✨Tip Number 3
Prepare for situational questions by thinking of examples where you've successfully resolved customer issues or complaints. This will showcase your problem-solving skills and your ability to provide excellent customer service.
✨Tip Number 4
Research common home emergency claims and the processes involved. Having a basic understanding of what the role entails will not only impress your interviewers but also help you feel more confident during the training period.
We think you need these skills to ace Full Time Customer Service Agent - Hybrid - Walsall
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a Customer Service Agent. Emphasise your listening skills, problem-solving abilities, and any previous customer service experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the company's values. Mention specific examples of how you've demonstrated excellent customer service in the past.
Highlight Relevant Skills: In your application, clearly outline your essential skills such as empathy, accountability, and your ability to build relationships. Use bullet points for clarity and impact.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at CET Careers
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service during the interview. Share specific examples of how you've handled difficult situations or resolved complaints, as this role requires a genuine passion for helping customers.
✨Demonstrate Empathy and Listening Skills
Since the job involves dealing with claims and emergencies, it's crucial to show that you possess excellent listening skills and empathy. Practice active listening techniques and be prepared to discuss how you can relate to customers' needs and concerns.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific scenarios related to claims. Prepare by thinking through potential problems and your approach to resolving them. This will demonstrate your troubleshooting skills and ability to think on your feet.
✨Familiarise Yourself with the Company
Research CET and understand their values, services, and the importance they place on customer service. Being knowledgeable about the company will not only impress your interviewers but also help you align your answers with their expectations.
