Full Time Customer Service Agent - Hybrid - Walsall

CET Structures Limited; Walsall; Hybrid; GBP 27,000; Full time

Job summary

CET Structures Limited is seeking Claims Agents for their Walsall office. The role includes handling home emergency claims, providing exceptional customer service, and requires substantial training. Candidates should have prior contact center experience, excellent listening skills, and a strong commitment to customer satisfaction.

Qualifications

• Previous Contact Centre experience required.
• Strong telephone manner necessary.
• Ability to build successful relationships with various stakeholders.

Responsibilities

• Handle home emergency claims with urgency via phone and email.
• Ensure excellent customer service and resolve complaints effectively.
• Maintain Health and Safety compliance.

Skills

Listening skills

Empathy

Problem-solving skills

Customer Service

Initiative

Job description

We are currently recruiting for Claims Agents to join our busy Claims Department at our Walsall site.

Start date - Monday 4th August 2025

Salary: £26,550 (Full time, 40 hours)

Shifts, one of these patterns will be assigned to you:

• Tuesday – Saturday, alternating between 7:00am - 3:30pm/12:30 - 9:00pm weekly with a 30-minute unpaid lunch each day.
• Sunday – Thursday, alternating between 7:00am - 3:30pm/12:30 - 9:00pm weekly with a 30-minute unpaid lunch each day.
• You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and Thursday with all other days will be working from home).

Mandatory Training:

We will give you all the training you need, when you start. You will get 5 weeks of training on our services, systems and processes which will include handling live customer calls. You will have the training team around to fully support you during this initial training period and then you will have people around you to support you with regular coaching and training up-dates to make sure you are always on top of your game. Thanks to our on-going training, your knowledge of our clients, systems and business processes will be second to none. This training period is mandatory and you must be able to attend all of the sessions.

The 5 weeks of training will take place in our Walsall Office (WS2 7BN), Monday - Friday 08:30am - 5:00pm with a 30 minute unpaid lunch break.

The Company reserve the right to terminate employment if you fail to fully attend any of these important sessions:

Main purpose of the role:

• To receive and answer Home Emergency Claims with urgency via telephone, Email or specific client portals.
• To deploy Suppliers from our network to each claim within the client specific Service Level Agreement (SLA).
• To ensure that every caller receives excellent customer service whether this is a customer or a supplier.
• To follow through every claim so that the customer only has to make one phone call to us.
• To handle and try to resolve any complaint at the first point of notification.
• To be available at all times during your shift to take inbound calls or make outbound calls.
• To record any dissatisfaction in line with Company procedures.
• Ensure that Health and Safety compliance and legal frameworks are adhered to at all times.
• To be a champion of excellent customer service.

About the candidate:

• Essential skills - To be a brilliant Claims Agent in our team you must have
• Previous Contact Centre experience.
• Have excellent listening skills and natural empathy.
• Top-notch troubleshooting and problem-solving skills with a thirst for knowledge and integrity with learning our business needs and being able to work alone in your own safe and quiet working environment.
• A genuine passion for Customer Service.
• Be able to take accountability.
• Have a professional telephone manner.
• Ability to get on well with people.
• Able to build successful relationships within the wider areas of the business (Contractors, other departments, managers on shift, our insurers).
• Having the initiative to make out-going phone calls as and when needed on a claim by claim basis.

What additional benefits CET can offer you can be found on our careers page!

At CET, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition or need any adjustments to our process that would help you to perform to your full potential, please let us know.