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- Tasks: Be the friendly voice for customers navigating vehicle incidents and provide top-notch support.
- Company: Join Carpenters, a leading legal and insurance service provider with over 30 years of experience.
- Benefits: Enjoy hybrid working, generous leave, wellness perks, and opportunities for personal development.
- Why this job: Make a real difference by helping customers during tough times while growing your skills.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Join a supportive team that values your contributions and promotes a positive work culture.
The predicted salary is between 30000 - 42000 £ per year.
As a Customer Service Advisor you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle. Treating our customer with understanding and empathy you will capture all the relevant information efficiently and accurately, validating our customer’s policy and confirming indemnity whilst providing an excellent customer experience. Utilising effective questioning techniques and/or investigations you will accurately assess liability offering customers the benefits of client supply chain for losses sustained as well as legal representation as required. You will also deal with general customer claims enquiries.
Key Duties & Responsibilities
- To take inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
- To collate data accurately and effectively
- To provide an excellent customer experience by way of a friendly telephone manner and active listening
- To provide clear communication to customers and/or their representatives
- To meet own targets and SLAs
- To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim notification
- To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
- To contribute towards continuous improvement with generation of ideas
- To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
- To drive your own development by actively seeking development opportunities
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by FCA
- To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
- To adhere to company policies and procedures
- To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies
Experience & Knowledge
- Previous experience working within a telephone-based customer service/contact centre environment
- Professional approach
- Outstanding communication and customer service skills
- Strong written, oral and interpersonal skills
- An ability to work using own initiative within boundaries
- An ability to work in a fast-paced environment
- An 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
About Us
Here at Carpenters, we’ve been providing legal and insurance services across the UK for over 30 years. We’ve grown from a small law firm into a 1500 people strong team delivering insurance and legal service across the UK from seven office locations. We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation. Our culture is what defines us as an organisation and has been built around our 5 core values. We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.
Benefits
- 22 days plus bank holidays or day in lieu
- Hybrid working model (in relevant role)
- 2 x 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
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x 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 your colleagues
- Dress for your day policy
Customer Service Advisor - Hastings in Birkenhead employer: Carpenters Group
Contact Detail:
Carpenters Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Hastings in Birkenhead
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Carpenters. Understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your active listening skills. As a Customer Service Advisor, you'll need to listen carefully to customers. Try role-playing with a friend or family member to get comfortable with asking questions and responding empathetically.
✨Tip Number 3
Prepare for common interview questions. Think about how you would handle difficult customer situations or how you’ve contributed to team success in the past. We want to hear your stories, so make them engaging!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Customer Service Advisor - Hastings in Birkenhead
Some tips for your application 🫡
Show Your Empathy: As a Customer Service Advisor, empathy is key! Make sure to highlight any experiences where you've helped customers through tough situations. We want to see that you can connect with people and understand their needs.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate candidates who can communicate effectively, just like we do with our customers!
Highlight Your Experience: If you've worked in a telephone-based customer service role before, shout about it! Share specific examples of how you’ve handled calls, resolved issues, or improved customer satisfaction. We love seeing relevant experience!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Carpenters!
How to prepare for a job interview at Carpenters Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Advisor inside out. Familiarise yourself with common customer service scenarios, especially those related to vehicle incidents. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Show Empathy
Since this role involves dealing with customers who have experienced a loss, it's crucial to demonstrate empathy during your interview. Think of examples from your past experiences where you've handled sensitive situations with care. This will highlight your ability to connect with customers on a personal level.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. You can even ask clarifying questions if needed. This skill is vital for the role, as it shows you value communication and are ready to provide excellent customer service.
✨Prepare Questions
At the end of the interview, you'll likely be asked if you have any questions. Prepare thoughtful questions about the company culture, team dynamics, or specific challenges faced by the Customer Service team. This not only shows your interest but also helps you determine if the company is the right fit for you.
