Customer Services Specialist

First Central Services; Haywards Heath; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

1st Central, a leading insurance company, is seeking a Customer Service Specialist to enhance customer experience and support. This position involves resolving inquiries via phone and webchat, driving continuous improvement initiatives, and contributing to service excellence. With hybrid working options, this role offers a dynamic and supportive environment with opportunities for professional growth.

Benefits

Minimum 25 days’ holiday plus bank holidays

A ‘YOUday’ for extra time off

Five days’ leave for compassionate reasons

A paid day off to volunteer

Flexible working arrangements

Electric Car Scheme

Qualifications

• Experience in a customer services environment is preferred.
• Ability to identify continuous improvement gaps.
• Strong communication skills, both verbal and written.

Responsibilities

• Assisting customers with buying and servicing insurance policies.
• Engaging with customers via phone and webchat.
• Continuously improving the customer journey.

Skills

Problem Solving

Organisation

Time Management

Communication

Analytical Skills

Tools

Microsoft Excel

Microsoft Word

Job description

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

We’re recruiting for talented and motivated individuals with a passion in offering excellent customer service, supporting our customers by phone, email and webchat whilst owning, improving and shaping our customer journey.

This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central…

Based from Haywards Heath, West Sussex you’ll be much more than a customer service specialist, with a key eye to review, evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.

Working flexibly, we offer hybrid working of 3 days at home and 2 days in the office after passing your probation period. The first 6 months will be in the office learning everything related to our customers and their journey, taking on new challenges, learning new and exciting skills along the way!

Are you hungry to be part of an evolving team? Are you looking for an exciting new career that’s different with plenty of progression and opportunities to grow further! We would love to hear from you!

You’ll be great if you have these skills:

• Can you resolve an issue and gather facts? We need problem solver!
• Scheduling your workload and day is key. Are you organised?
• Working towards a deadline to be the best! Time management is key
• Do you enjoy building working relationships? Confidence is what we need
• Excellent communicator to our customers and senior management

Here’s a taste of what we can offer you:

• Starting salary of £24,570 p.a. Increasing to £26,170 p.a. subject to completion of the First Central Way, continuous improvement course.
• Start date 26th August 2025
• 3 days a week from home and 2 office days (Tues & Weds), following training and probation period
• Monday to Friday 08:30am to 5pm
• Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
• A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
• ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
• A paid days leave to volunteer
• A fun, energetic and lively working environment

Job Responsibilities:

• You’ll take inbound calls, assisting customers with buying and servicing insurance policies
• You’ll engage with customers by phone and webchat in a contact centre environment
• You’ll continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
• You’ll Engage in a variety of activities, flexing between helping our customers, new and existing projects and experiments in line with our business needs
• You’ll following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
• You’ll contribute and building knowledge, training and process documentation
• You’ll test systems, process changes and new initiatives
• You’ll on-board new products and services to determine the best strategy
• You’ll be the voice of the customer within First Central and the gold standard for performance across all KPIs
• Any other reasonable duties as required

Experience & Knowledge:

• We’d love you to have worked in a customer services environment either retail or a contact centre or other backgrounds will be considered
• You spot the gaps! You’re able to identify continuous improvement gaps in our customer journey
• You’ve knowledge of continuous improvement processes (an advantage)
• You’ve the ability to collaborate and communicate with various stakeholders in the business with new improvement ideas
• You’re not fazed by computers and software, with good Microsoft Excel and Word knowledge
• You’ll be a great communicator both verbal and written
• Organisation, timekeeping and structure are second nature to you
• You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
• You excel in data and statistical analytics

Our ambition is huge. But your impact could be massive.

Sound like you? Then click on Apply.

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

86% of people would recommend a friend to work at First Central

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

We’re passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We’re flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days’ leave so you can deal with life stuff. We’ll support you