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- Tasks: Join our Claims Department to handle Home Emergency Claims via phone and email.
- Company: CET is a diverse and inclusive company focused on excellent customer service.
- Benefits: Enjoy hybrid working, ongoing training, and a supportive team environment.
- Why this job: Make a real impact by providing top-notch customer service and resolving claims efficiently.
- Qualifications: Previous contact centre experience and a 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.
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 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 updates to make sure you are always on top of your game. Thanks to our ongoing 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 reserves 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 outgoing 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.
Full Time Customer Service Agent - Hybrid - Walsall Nationwide Customer Service Network · Walsall · employer: CET Structures Limited
Contact Detail:
CET Structures Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Full Time Customer Service Agent - Hybrid - Walsall Nationwide Customer Service Network · Walsall ·
✨Tip Number 1
Familiarise yourself with the claims process and common customer service scenarios. Understanding how to handle home emergency claims will give you a significant edge during interviews and assessments.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role involves a lot of telephone interaction, being able to convey empathy and professionalism will be crucial in impressing the hiring team.
✨Tip Number 3
Research the company culture at StudySmarter and CET. Knowing their values and commitment to customer service can help you align your responses during interviews and show that you're a good fit for the team.
✨Tip Number 4
Prepare examples from your previous experience that demonstrate your problem-solving skills and ability to handle complaints effectively. This will showcase your capability to manage the responsibilities of a Claims Agent.
We think you need these skills to ace Full Time Customer Service Agent - Hybrid - Walsall Nationwide Customer Service Network · Walsall ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in contact centres or customer service roles. Use keywords from the job description to demonstrate that you meet the essential skills required for the Claims Agent position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your problem-solving skills. Mention specific examples from your previous roles where you successfully handled customer queries or complaints.
Highlight Relevant Skills: In your application, emphasise your excellent listening skills, empathy, and ability to build relationships. These are crucial for the role, so provide examples of how you've demonstrated these skills in past experiences.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important traits for a Claims Agent.
How to prepare for a job interview at CET Structures Limited
✨Showcase Your Customer Service Skills
Make sure to highlight your previous contact centre experience and any specific examples where you provided excellent customer service. Be ready to discuss how you handled difficult situations and resolved complaints effectively.
✨Demonstrate Empathy and Listening Skills
During the interview, practice active listening. Show that you can empathise with customers by sharing relevant experiences where you understood their needs and provided solutions. This will demonstrate your natural ability to connect with people.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based questions where you might need to explain how you would handle a specific claim or customer issue. Think through your thought process and be clear about your approach.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the role and the company. Inquire about the training process, team dynamics, or how success is measured in the claims department. This shows you are engaged and serious about the position.
