At a Glance
- Tasks: Assist customers in understanding their options and starting claims for financial loss or injuries.
- Company: Join Carpenters, a leading legal and insurance services provider with over 30 years of experience.
- Benefits: Enjoy 22 days holiday, hybrid working, and wellness support including dental and physiotherapy.
- Other info: Diverse and inclusive workplace with strong focus on employee development and wellbeing.
- Why this job: Make a real difference by helping customers navigate their claims journey with empathy and expertise.
- Qualifications: Previous customer service experience and excellent communication skills are essential.
The predicted salary is between 21000 - 25000 € per year.
Salary £23,600
Start Date March 16th 2026
This role includes a training period of 4-6 weeks. Training will be 09:00 - 17:30 Monday to Friday based in our Tithebarn Street Office. 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 within our Outbound team, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident. You will be required to positively and proactively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls. This role does not encompass cold calling.
Key Duties & Responsibilities
- To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
- To collate data accurately and effectively
- To convert referrals into personal injury/ULR claims by ensuring clients are aware of the services available to them.
- 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
- 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 SRA
- 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
- Excellent time management and organisational skills
- A flexible and adaptable attitude to resolving issues
- An ability to handle objections and proactively market Carpenters legal services
- 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
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.
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
- 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
- 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 - Outbound in Liverpool employer: Carpenters Group
Carpenters Group is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where diversity and inclusion are celebrated. With comprehensive benefits such as a hybrid working model, generous leave, and extensive training opportunities, employees are empowered to thrive in their roles while contributing to meaningful customer service outcomes. Located in the vibrant Tithebarn Street Office, this role as a Customer Service Representative allows you to be part of a dynamic team dedicated to exceeding customer expectations in the legal services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative - Outbound 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 tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on showcasing your customer service skills and how you can positively impact the customer experience. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Be ready to share your success stories! Think of specific examples from your past experiences where you've excelled in customer service. Highlight how you handled challenges and turned them into positive outcomes. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in joining the Carpenters team!
We think you need these skills to ace Customer Service Representative - Outbound 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 communication skills, as these are key for us at Carpenters.
Showcase Your Skills:Don’t just list your skills; give examples of how you've used them in past roles. Whether it’s handling objections or providing excellent customer service, we want to see how you’ve made a difference in previous positions.
Be Professional Yet Friendly:Since this role involves a lot of customer interaction, your written application should reflect a friendly yet professional tone. We’re looking for someone who can communicate clearly and positively, so let that shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Carpenters Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key duties and responsibilities of a Customer Service Representative in the Outbound team. This will help you articulate how your skills and experiences align with what they’re looking for.
✨Showcase Your Communication Skills
Since this role heavily relies on communication, practice articulating your thoughts clearly and confidently. Prepare examples from your past experiences where you successfully handled customer queries or resolved issues, highlighting your friendly telephone manner and active listening skills.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, such as dealing with an unhappy customer or converting a referral into a claim. Think through potential scenarios and prepare structured responses that demonstrate your problem-solving abilities and customer-centric approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if the company culture aligns with your values.
