Customer Support Advisor

Talosats Careers; Liverpool; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days holiday per annum

Holiday buy and sell scheme

Hybrid working model (in relevant role

Volunteering days

Matched Giving - up to £250

Medicash cash plan

Medicash App

Discounts through Medicash extras

Life Assurance Scheme (4 x salary)

Pension scheme

Driving theory test support

Wellbeing Champions network

Training and development

Funded social events

Dress for your day policy

Job summary

Carpenters Group in the United Kingdom is seeking a Customer Support Advisor to investigate and resolve customer queries and complaints related to claim handling. You will work with internal teams and external parties to ensure fair outcomes and high-quality service.

The role requires strong communication, attention to detail, and the ability to manage multiple tasks while adhering to policies. The company offers a hybrid working model and a range of benefits to support staff wellbeing and

Qualifications

• Experience in insurance claims notification and handling, and/or personal injury claims handling and litigation.
• Strong commitment to good customer service and Treating Customers Fairly.
• Excellent written and verbal communication; attention to detail and decision making.

Responsibilities

• Handle customer queries efficiently to contribute to the firm’s quality of services.
• Ensure customers are treated fairly according to company policies.
• Monitor team results to maintain service quality and drive improvements.
• Assist with administration and investigation of customer queries, liaising with internal and external parties to collect information.
• Contact customers to understand and resolve queries for fair outcomes and timely resolution.
• Stay up-to-date with insurance, claims, and legal developments and internal processes.
• Identify risks and training needs within the team and business.
• Contribute to continuous improvement within the Customer Support function.

Skills

Insurance claims

Customer service

Treating Customers Fairly

Attention to detail

Communication skills

Team collaboration

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.

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