Customer Service Representative at Carpenters Group | Hybrid Work Available

HipHopTune Media; Liverpool; Hybrid; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to join their dynamic team in Liverpool. This exciting role offers a hybrid working model, allowing for flexibility between in-office and remote work. As part of a reputable organization, you will play a key role in assisting customers with their legal rights and options, ensuring they receive outstanding support. The ideal candidate will possess excellent communication skills and a professional demeanor, contributing to a culture of quality service and customer satisfaction. If you're passionate about helping others and looking for a fulfilling career opportunity, this position could be the perfect fit for you.

Benefits

22 days holiday plus bank holidays

Hybrid working model

Holiday buy and sell

Volunteering days

Matched Giving for charity fundraising

Access to wellbeing tools

Life Assurance Scheme

Funded driving theory test

Training and development opportunities

Social events

Qualifications

• Experience in a telephone-based customer service environment is essential.
• Strong written and verbal communication skills are required.

Responsibilities

• Assist customers in understanding their options and legal rights.
• Make outbound calls and take inbound calls to provide support.
• Ensure a positive customer experience through effective communication.

Skills

Customer Service Skills

Communication Skills

Interpersonal Skills

Time Management

Problem-Solving

Education

High School Diploma

Job description

Customer Service Representative at Carpenters Group | Hybrid Work Available

Carpenters Group, a leading provider of insurance and legal services in the UK, is looking for a Customer Service Representative to join its team based in Liverpool (L2 2NZ). This role offers a hybrid working arrangement, combining both in-office and remote flexibility.

The ideal candidate will have previous experience in a telephone-based customer service or contact centre environment, along with a professional approach, excellent communication skills, and a passion for delivering outstanding customer support. Strong written, oral, and interpersonal skills are essential for this role.

If you’re looking to grow your career within a reputable organisation that values quality service and customer satisfaction, apply now to become part of the Carpenters Group team.

About Carpenters Group

Carpenters Group is one of the UK’s leading providers of insurance and legal services, working in close partnership with insurers, brokers, and MGA’s to deliver a comprehensive range of fully outsourced claims solutions.

With a workforce of approximately 1,500 employees and a strong presence across seven offices in Liverpool, Birkenhead, Leeds, Haywards Heath, Manchester, and Glasgow, Carpenters Group combines deep insurance industry experience with robust legal expertise to provide reliable and scalable support to partners of all sizes.

The Group’s long-standing industry relationships are a testament to the quality of service and commitment delivered across every aspect of the claims process. At the heart of Carpenters Group’s operations is a steadfast focus on the customer, ensuring that each claims journey not only meets but exceeds expectations.

Position: Customer Service Representative

Salary: £23.600 per hour

Job Type: Full Time

Location: Liverpool

About the Role

Start Date: May 19 th 2025

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 will be discussed at interview.

Job Purpose

As a Customer Service Representative within our Outbound team, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident. You will be required to positively and proactively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls. This role does not encompass cold calling.

Main Duties

• To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product.
• To collate data accurately and effectively.
• To convert referrals into personal injury/ULR claims by ensuring clients are aware of the services available to them.
• 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.
• 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 SRA.
• 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.
• Excellent time management and organisational skills.
• A flexible and adaptable attitude to resolving issues.
• An ability to handle objections and proactively market Carpenters legal services.
• An ability to work using own initiative within boundaries.
• An ability to work in a fast-paced environment.
• An ability to work effectively with people across a wide range of levels and responsibilities.

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.

Benefits

• 22 days plus bank holidays or day in lieu.
• Hybrid working model (in relevant role).
• Holiday buy and sell.
• 2 x Volunteering days to support charitable initiatives.
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity.
• 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).
• 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.

Required Documents

• CV/Resume.

Application Process

To apply for this role, please visit HERE.