Contact Centre / Call Centre Agent - Inbound Telephony

Adecco; Birmingham; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A leading insurance company is seeking a Contact Centre / Call Centre Agent for inbound telephony. The role involves resolving customer queries and providing excellent service. Candidates should have strong communication skills, experience in customer service, preferably in the insurance sector, and the ability to work collaboratively in a team. The training occurs in Birmingham, while most weeks are remote. Join a dedicated team committed to customer satisfaction.

Qualifications

• Proven experience in a customer service role, preferably in the insurance industry.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and the ability to handle conflicts diplomatically.

Responsibilities

• Resolve customer queries and provide prompt solutions via telephone and email.
• Collaborate with teams to ensure timely customer resolutions.
• Manage inbound customer enquiries, adhering to service level agreements.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Attention to detail

Organisational skills

Tools

Customer service systems

Microsoft Office Suite

Job description

Overview

Contact Centre / Call Centre Agent - Inbound Telephony (Remote - Birmingham based)

Location: Remote working — 1st week & 4th week are based at Birmingham training centre (non-negotiable) - all other working weeks are fully remote.

Training: Remote but 1st week & 4th week are based at Birmingham training centre (non-negotiable).

Hours: Monday to Friday 9-6pm (9am - 5.30pm or 9.30am - 6pm).

Start date: 27th October or 3rd November. End date: End of January 2026.

Contract Details: Temporary. Pay rate: £12.21 per hour.

About Our Client: Our client is a leading insurance company that believes in delivering exceptional customer service. They pride themselves on providing quality solutions and support to valued customers in the insurance industry. With a positive and collaborative work culture, our client is dedicated to ensuring both customer satisfaction and employee success.

Responsibilities

• Resolve customer queries and provide prompt solutions via telephone and email
• Collaborate with colleagues, managers, and other teams to ensure timely customer resolutions
• Manage inbound customer enquiries, adhering to service level agreements (SLAs)
• Record customer interactions accurately and follow up on associated tasks until they are resolved
• Liaise with internal teams to gather information and address complaints effectively
• Deliver excellent customer service, maintaining a positive and empathetic approach

Essential (Knowledge, skills, qualifications, experience)

• Proven experience in a customer service role, preferably in the insurance industry
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and the ability to handle conflicts diplomatically
• Attention to detail and organisational skills
• Familiarity with using customer service systems and data entry
• Ability to work collaboratively in a team environment

Desirable (Knowledge, skills, qualifications, experience)

• Knowledge of insurance products and services
• Previous experience in handling inbound and outbound calls
• Understanding of regulatory requirements related to customer handling
• Proficiency in using customer service systems and software
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook)

Technologies

Proficiency in using customer service systems and software; basic knowledge of Microsoft Office Suite.

Company and EEO

Do not miss this exciting opportunity to join our client's dedicated and dynamic customer service team.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Job Info

• Job Title: Contact Centre / Call Centre Agent - Inbound Telephony
• Company: (Adecco group client)
• Location: Birmingham, West Midlands
• Posted: Sep 17th 2025
• Closes: Oct 18th 2025
• Sector: Customer Services
• Contract: Temporary
• Hours: Full Time

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