Customer Services Specialist

Customer Services Specialist

Haywards Heath Full-Time 24570 - 26170 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Assist customers via phone, email, and webchat while improving their journey.
  • Company: 1st Central is a leading insurance company focused on customer satisfaction and innovative technology.
  • Benefits: Enjoy hybrid working, 25+ days holiday, and unique perks like a 'YOUday' off.
  • Why this job: Join a dynamic team with opportunities for growth and a fun work environment.
  • Qualifications: Customer service experience preferred; strong communication and problem-solving skills required.
  • Other info: Starting salary of £24,570, increasing with training completion.

The predicted salary is between 24570 - 26170 £ per year.

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Customer Services Specialist, Haywards Heath

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Client:

First Central Insurance Management Ltd

Location:

Haywards Heath, United Kingdom

Job Category:

Other

EU work permit required:

Yes

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Job Reference:

d9963e31b49e

Job Views:

3

Posted:

14.07.2025

Expiry Date:

28.08.2025

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Job Description:

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

We’re recruiting for talented and motivated individuals with a passion in offering excellent customer service, supporting our customers by phone, email and webchat whilst owning, improving and shaping our customer journey.

This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central…

Based from Haywards Heath, West Sussex you’ll be much more than a customer service specialist, with a key eye to review, evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.

Working flexibly, we offer hybrid working of 3 days at home and 2 days in the office after passing your probation period. The first 6 months will be in the office learning everything related to our customers and their journey, taking on new challenges, learning new and exciting skills along the way!

Are you hungry to be part of an evolving team? Are you looking for an exciting new career that’s different with plenty of progression and opportunities to grow further! We would love to hear from you!

You’ll be great if you have these skills:

  • Can you resolve an issue and gather facts? We need problem solver!
  • Scheduling your workload and day is key. Are you organised?
  • Working towards a deadline to be the best! Time management is key
  • Do you enjoy building working relationships? Confidence is what we need
  • Excellent communicator to our customers and senior management

Here’s a taste of what we can offer you:

  • Starting salary of £24,570 p.a. Increasing to £26,170 p.a. subject to completion of the First Central Way, continuous improvement course.
  • Start date 26th August 2025
  • 3 days a week from home and 2 office days (Tues & Weds), following training and probation period
  • Monday to Friday 08:30am to 5pm
  • Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
  • A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
  • ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
  • A paid days leave to volunteer
  • A fun, energetic and lively working environment

Job Responsibilities:

  • You’ll take inbound calls, assisting customers with buying and servicing insurance policies
  • You’ll engage with customers by phone and webchat in a contact centre environment
  • You’ll continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
  • You’ll Engage in a variety of activities, flexing between helping our customers, new and existing projects and experiments in line with our business needs
  • You’ll following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
  • You’ll contribute and building knowledge, training and process documentation
  • You’ll test systems, process changes and new initiatives
  • You’ll on-board new products and services to determine the best strategy
  • You’ll be the voice of the customer within First Central and the gold standard for performance across all KPIs
  • Any other reasonable duties as required

Experience & Knowledge:

  • We’d love you to have worked in a customer services environment either retail or a contact centre or other backgrounds will be considered
  • You spot the gaps! You’re able to identify continuous improvement gaps in our customer journey
  • You’ve knowledge of continuous improvement processes (an advantage)
  • You’ve the ability to collaborate and communicate with various stakeholders in the business with new improvement ideas
  • You’re not fazed by computers and software, with good Microsoft Excel and Word knowledge
  • You’ll be a great communicator both verbal and written
  • Organisation, timekeeping and structure are second nature to you
  • You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
  • You excel in data and statistical analytics

Our ambition is huge. But your impact could be massive.

Sound like you? Then click on Apply.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

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Customer Services Specialist employer: First Central Insurance Management Ltd

At First Central, we pride ourselves on being an award-winning employer that values our colleagues as much as our customers. Located in the vibrant town of Haywards Heath, we offer a dynamic work culture with flexible hybrid working options, generous holiday allowances, and unique benefits like 'YOUdays' for personal time off. Join us to not only advance your career in customer service but also to be part of a supportive team dedicated to continuous improvement and employee growth.
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Contact Detail:

First Central Insurance Management Ltd Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Services Specialist

✨Tip Number 1

Familiarise yourself with First Central's customer service philosophy. Understanding their approach to customer satisfaction will help you align your responses during interviews and demonstrate that you're a good fit for their team.

✨Tip Number 2

Prepare examples of how you've successfully resolved customer issues in the past. Highlighting your problem-solving skills and ability to manage time effectively will show that you can thrive in a fast-paced environment like theirs.

✨Tip Number 3

Research common customer service challenges in the insurance industry. Being knowledgeable about these issues will allow you to discuss potential improvements and demonstrate your proactive mindset during the interview.

✨Tip Number 4

Practice your communication skills, especially in a webchat context. Since you'll be engaging with customers through various channels, being articulate and confident in your communication will set you apart from other candidates.

We think you need these skills to ace Customer Services Specialist

Problem-Solving Skills
Time Management
Organisational Skills
Excellent Communication Skills
Customer Relationship Building
Attention to Detail
Analytical Skills
Continuous Improvement Knowledge
Microsoft Excel Proficiency
Microsoft Word Proficiency
Ability to Collaborate with Stakeholders
Flexibility and Adaptability
Data Analysis Skills
Experience in Customer Service Environment

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in contact centres or retail. Use keywords from the job description to demonstrate that you meet the requirements.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your problem-solving skills. Mention specific examples of how you've improved customer experiences in previous roles.

Showcase Your Skills: In your application, emphasise your organisational skills, time management, and ability to communicate effectively. Provide examples of how you've successfully managed workloads and built relationships with customers.

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.

How to prepare for a job interview at First Central Insurance Management Ltd

✨Showcase Your Problem-Solving Skills

As a Customer Services Specialist, you'll need to demonstrate your ability to resolve issues effectively. Prepare examples from your past experiences where you successfully identified problems and implemented solutions. This will show the interviewers that you're capable of handling customer queries efficiently.

✨Emphasise Your Communication Skills

Excellent communication is key in this role. Be ready to discuss how you've built relationships with customers or colleagues in previous jobs. Practising clear and concise responses during the interview will also help convey your confidence and communication prowess.

✨Demonstrate Organisational Skills

Time management and organisation are crucial for this position. Share specific strategies you use to manage your workload and meet deadlines. You might even want to mention any tools or methods that help you stay organised, as this will resonate well with the interviewers.

✨Prepare for Continuous Improvement Discussions

Since the role involves reviewing and improving customer journeys, be prepared to discuss any ideas you have for enhancing customer service processes. Research common challenges in customer service and think about innovative solutions you could propose during the interview.

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