At a Glance
- Tasks: Assist customers with vehicle incidents, providing support and capturing essential information.
- Company: Join Carpenters, a leading legal and insurance service provider in the UK.
- Benefits: Enjoy flexible working, generous holiday, and wellness support.
- Other info: Be part of a supportive team with great career development opportunities.
- Why this job: Make a real difference by helping customers during challenging times.
- Qualifications: Customer service experience and strong communication skills are preferred.
The predicted salary is between 12 - 15 £ per hour.
Start Date: June 22nd 2026
Hours of Work: 15hrs - Monday to Sunday (part-time evenings & weekends)
This role includes a training period of 6 weeks. Training will be 9am–5pm Monday to Thursday. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview.
Job Purpose
As a Customer Service Representative, you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle. Treating our customers 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.
Key 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 is desirable
- 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)
- Holiday buy and sell
- 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 Representative - OOH in Liverpool employer: Carpenters Group
Carpenters is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture built on core values. With flexible working options, generous benefits including holiday buy and sell, and a commitment to employee growth through training opportunities, Carpenters ensures that every team member feels valued and empowered to excel in their role as a Customer Service Representative. Located across the UK, the company fosters a collaborative environment where employees can thrive while making a meaningful impact on customers' lives during challenging times.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative - OOH in Liverpool
✨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 Representative, you'll need to listen carefully to customers. Try role-playing with a friend or family member to get comfortable with responding to different scenarios. This will help you shine during the interview!
✨Tip Number 3
Show off your empathy! Think of examples from your past experiences where you've helped someone in a tough situation. Being able to demonstrate your understanding and compassion will set you apart as a candidate who truly cares about customer service.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Carpenters team. Good luck!
We think you need these skills to ace Customer Service Representative - OOH in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your relevant experience in telephone-based customer service and showcase your outstanding communication skills. We want to see how you can bring empathy and understanding to our customers!
Showcase Your Skills:In your application, emphasise your ability to work in a fast-paced environment and your attention to detail. Mention any specific examples where you've successfully resolved customer issues or improved processes. This will help us see how you can contribute to our team's success.
Be Professional Yet Friendly:When writing your application, maintain a professional tone but don’t forget to let your personality shine through! We value a friendly approach, so make sure your passion for providing excellent customer service comes across in your writing.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to find all the details you need about the role and our company culture. We can’t wait to hear from you!
How to prepare for a job interview at Carpenters Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Representative. Familiarise yourself with the key tasks like validating customer policies and assessing liability. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Active Listening
Since this role requires excellent communication skills, practice active listening techniques. During the interview, demonstrate your ability to listen carefully and respond thoughtfully. This will not only impress your interviewers but also reflect the skills you'll need when dealing with customers.
✨Show Empathy and Understanding
As you'll be dealing with customers who have experienced a loss, it's crucial to convey empathy during your interview. Share examples from your past experiences where you've handled sensitive situations with care. This will highlight your suitability for the role and your commitment to providing an excellent customer experience.
✨Prepare Questions for Your Interviewers
Have a few thoughtful questions ready to ask your interviewers. This shows that you're engaged and interested in the company culture and values. You might ask about their approach to continuous improvement or how they support employee development, which aligns with the company's focus on valuing its people.
