Customer Service Advisor

Davies Group; Preston; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Thrive at Davies; learning

Job summary

Davies Group is seeking a Customer Service Advisor to join our Preston-based Property team on a fixed-term, full-time basis. You'll support insured customers through the claim journey, validating details and arranging contractors, with a 40-hour weekly, 08:00–17:00 shift on a rolling rota.

Experience in FNOL or a contact centre is advantageous; strong communication, empathy and accuracy are essential. The role includes training and progression opportunities within Davies Group.

Qualifications

• FNOL experience for an insurer is advantageous.
• Contact centre experience is beneficial but not essential.
• Excellent telephone manner with strong customer service.
• Strong attention to detail in all tasks.
• Self-motivated and confident when dealing with customers.
• Empathy, tact and diplomacy when handling incidents.

Responsibilities

• Respond to inbound calls from home emergency insurance customers.
• Work to targets and KPIs in a call centre environment.
• Support the customer through the journey of their claim from notification to resolution.
• Validate the policyholder, diagnose the issue and deploy the appropriate contractor.
• Take excess policy payments, arrange boiler services and negotiate with contractors.
• Opportunity to multi-skill across multiple insurance product lines.

Skills

FNOL experience

Contact centre experience

Telephone communication

Attention to detail

Empathy

Diplomacy

PC literacy

Job description

Customer Service Advisor

Department: Claims Management

Employment Type: Fixed Term - Full Time

Location: Preston

Description

Davies are looking to recruit an experienced part-time Customer Service Advisor to join our growing Property team in Preston.

At Davies, we value transferable skills and qualities that focus on what you can bring to the role. While industry experience is a benefit, it is not essential as we will provide you with full training and support when you start with us.

3 month Fixed Term Contract

Start date: 12th October 2026

Shift times: Monday - Sunday rolling rota working 40 hours between 08:00 - 17:00

Location: Preston

What will your day look like:

• Respond to inbound calls from home emergency insurance customers
• Work to targets and KPI’s in a friendly and professional call centre environment
• Support the customer through the journey of their claim from initial notification to resolution
• Responsible for validating the policyholder, diagnosing the issue and deploying the appropriate trade contractor, keeping the customer informed throughout
• Take excess policy payments, arrange boiler services and negotiate with contractors
• Opportunity to multi skill across many insurance product lines.

Knowledge and Abilities:

• Experience in a ‘First Notification of Loss’ (FNOL) for an Insurer or Claims Handler is an advantage
• Previous contact centre experience is an asset but is not essential
• Excellent telephone manner with strong customer service skills and the ability to think on your feet
• Demonstrate strong attention to detail in all tasks
• Self-motivated and engaged
• Positive and self-confident approach when dealing with customers, manage calls professionally and tactfully to achieve the best outcomes
• Ability to use ‘soft skills’ such as empathy, tact, assertiveness and diplomacy demonstrating understanding that our customer could be distraught and concerned following an incident
• PC literate with excellent administrative skills.

Benefits

Career & Purpose

• Davies Innovation Lab
• Leadership training programme
• Funding for professional qualifications
• Thrive at Davies; learning opportunities

Environmental & Social

• The Davies Foundation
• Local charity funding
• Pennies To Heaven
• Employee Resource Groups
• Employee volunteering programme

Financial Health

• Pension, 5% employee and 5% employer contribution
• My Choices at Davies provides; High Street discounts and Financial wellbeing hub
• Life assurance: x4
• Refer a Friend
• Cycle to Work Scheme
• Lease car salary sacrifice
• Davies Incentive Plan
• Enhanced maternity, paternity and adoption pay

Mental, Physical & Emotional Wellbeing

• Wellbeing centre; move, munch, money & mind focus
• Discounts with 100's of UK retailers
• EAP; 24/7 confidential helpline
• 25 days holiday, increases to 26 days after 5 years and 27 after 10 years
• Flexible working
• Dress for your day
• Inclusive employment policies eg. Menopause, fostering friendly, fertility, sabbatical policy and baby loss and miscarriage
• Flexible benefits include; holiday purchase plan and a opportunity to purchase heath cash plan and BUPA dental plan