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
- Previous Contact Centre experience.
- 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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StudySmarter Expert Advice🤫
We think this is how you could land Full Time Customer Service Agent - Hybrid - Walsall
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CET Structures Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CET Structures Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CET Structures Limited:Your cover letter is your chance to shine! Tell us why you want to work at CET Structures Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CET Structures Limited!
How to prepare for a job interview at CET Structures Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
