Customer Service Advisor

Carpenters Limited; Liverpool; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Hybrid working

Volunteer days

Matched giving

Medicash plan

Wellbeing tools

Life Assurance

Pension

Driving theory test

Wellbeing champions

Training & development

Social events

Dress for your day

Job summary

Carpenters Group is seeking a Customer Support Advisor to investigate and resolve insurance and claims queries, working with internal teams and external parties to secure fair outcomes and high service standards.

You will handle inquiries, document investigations, monitor results and stay updated on claims regulations and ISO frameworks. The role offers a hybrid working model and training opportunities, with strong communication and attention to detail essential.

Qualifications

• Experience in insurance claims notification and handling processes, and/or personal injury claims handling.
• Strong focus on customer service and Treating Customers Fairly.
• Attention to detail and ability to interpret information, make decisions and take ownership.
• Excellent written and verbal communication and interpersonal skills.
• Organised, with time-management skills and ability to work under pressure.
• Strong IT and case management skills.

Responsibilities

• Handle customer queries efficiently to contribute to the firm's service quality.
• Ensure customers are treated fairly and in line with company policies.
• Monitor Customer Support Team results to maintain quality of service.
• Assist with administration and investigation of queries with internal and external parties.
• Contact customers to understand queries and progress to fair outcomes.
• Keep up to date with insurance, claims, and legal developments and processes.
• Identify risk, training or performance needs within the team and businesswide.
• Contribute to continuous improvement of the Customer Support function.

Skills

Insurance claims experience

Customer service

Attention to detail

Communication skills

Time management

IT / case management

Education

Customer service qualification

Tools

ISO10002

Job description

Job Purpose

The Customer Support Advisor is responsible for investigating and resolving customer queries and complaints relating to the handling and progress of their claim. Working closely with internal teams and external parties, the role ensures fair outcomes, clear communication, and a high standard of customer service.

Key Responsibilities

• Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm's quality of all services offered;
• Ensure customers are treated fairly and in accordance with all Company policies and procedures;
• Monitor the Customer Support Team results to ensure there is a continual contribution to the firm's quality of all services offered.
• Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
• Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
• Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
• Assist in the identification of any risk, training or performance needs, both within the team, department and businesswide;
• Contribute to continuous improvement within the Customer Support function;

Experience & Knowledge

• Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation;
• A strong awareness of good customer service and Treating Customers Fairly;
• Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution;
• Excellent interpersonal and communication skills, both written and oral.
• Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
• Strong IT/case management skills;

Desirables

• Ability to interpret information, identify risk and provide feedback in a clear and concise manner;
• A customer service qualification or a willingness to undertake progress towards a recognised and relevant qualification;
• A knowledge and experience of ISO frameworks, including ISO10002;

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.

Due to the high volume of applications we receive for certain roles, we may close vacancies earlier than the advertised date. We therefore encourage you to submit your application as soon as possible.

About us

Here at Carpenters Group, 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 made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for youto achieve your potential.

Benefits

• 25 days' holiday per annum
• Holiday buy and sell scheme
• 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