Customer Service Representative

Carpenters; Liverpool; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading legal and insurance services provider in Liverpool seeks a Customer Service Representative to be the first point of contact for customers after vehicle incidents. The role requires outstanding communication skills and the ability to work in a fast-paced environment. You will handle inbound customer calls, validate policies, and provide excellent service. The company offers extensive training, a hybrid working model, 22 days of holiday, and various employee benefits to support growth and well-being.

Benefits

22 days' holiday per annum

Hybrid working model

Matched Giving for charity fundraising

Life Assurance Scheme

Pension scheme

Training and development opportunities

Qualifications

• Previous experience in a telephone-based customer service environment required.
• Professional demeanor and strong written and oral communication skills.
• Ability to work in a fast-paced environment and deal with a diverse clientele.

Responsibilities

• Handle inbound calls from customers after a vehicle incident.
• Validate customer policies and assess liability efficiently.
• Provide excellent customer service with active listening.

Skills

Outstanding communication skills

Ability to work independently

Attention to detail

Good IT/Keyboard skills

Team working skills

Job description

Start Date: January 19th 2026 This role includes a training period of 4-6 weeks. Training will be 09:00 - 17:30 Monday to Friday based in our Tithebarn Street Office. Following the training period, you will move onto your contracted shift pattern which includes some evening and weekend work. This will be discussed at interview.

Job Purpose

As a Customer Service Representative 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.

Key Duties & Responsibilities

• 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 adhere to company policies and procedures

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
• An ability to 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

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 you to achieve your potential.

Benefits

• 22 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