Customer Service Advisor

Carpenters Group; Birkenhead; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working model

Life Assurance Scheme (4 x salary)

Pension scheme

Training and development opportunities

Volunteering days

Job summary

Carpenters group invites you to an Insurance Insight Careers Event in the UK to explore careers within our Insurance Services team. You will gain insights into how we support customers at critical moments and what a Customer Service role looks like within our organisation.

The event includes an interview opportunity for a live Customer Service vacancy and guidance on career progression. The role's start date is 2 November 2026, with a 4–6 week training period, followed by a 6 week rolling shift

Qualifications

• Experience in a telephone-based customer service or contact centre environment.
• Professional approach with strong communication skills.
• Excellent written, verbal and interpersonal abilities.
• Ability to work autonomously and in a fast-paced setting.
• Comfort with IT systems and data entry.

Responsibilities

• Handle inbound calls from customers after motor incidents, validate cover and assess liability.
• Accurately collate data and communicate clearly with customers or representatives.
• Deliver excellent customer experience through active listening and empathy.
• Meet personal targets and SLAs while processing claims efficiently.
• Collaborate with internal teams and external organisations to progress claims.

Skills

Telephone-based service

Outstanding communication

Attention to detail

Team collaboration

IT/Keyboard skills

Job description

Are you looking to explore a career in Insurance Services?

If so, we are delighted to be hosting our Insurance Insight Careers Event, designed to give you a behind-the-scenes look at careers within the insurance sector.

This interactive session will provide an introduction to who we are, how insurance supports customers at critical moments, and what a career in customer services can look like in practice. You’ll hear directly from our teams, learn about the skills we value, and gain insight into day‑to‑day roles within our organisation.

As part of the event, attendees will be invited to interview for a live Customer Service role

What you can expect:

• An overview of the insurance industry and our organisation
• Insight into customer service roles and career progression
• The opportunity to be considered for a live Customer Service vacancy

Whether you’re starting out, considering a career change, or keen to learn more about opportunities in insurance, this event is a great chance to explore your next steps.

PLEASE NOTE: Start date for this role is 2nd November 2026 with a 4-6 week training program. Following completion of the training period, you will move onto a 6 week rolling shift rotation, between the hours of 8am - 7pm, 5 days out of 7.

Job Purpose

As a Customer Service Advisor you will be the first point of contact for our customers who have suffered a loss following an incident with their vehicle.

Treating our customer with understanding and empathy you will capture all the relevant information efficiently and accurately, validating our customer’s policy and confirming indemnity whilst providing an excellent customer experience. Utilising effective questioning techniques and/or investigations you will accurately assess liability offering customers the benefits of client supply chain for losses sustained as well as legal representation as required. You will also deal with general customer claims enquiries.

Key Duties & Responsbilities

• To take inbound calls from customers as a result of a motor incident, validating cover and ancillary products as well as assessing liability
• To collate data accurately and effectively
• 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 notification
• 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 FCA
• 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
• An ability to work using own initiative within boundaries
• An ability to in 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
• Good team working skills

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

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 (in relevant role)
• 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 (in relevant role)
• 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