Customer Service Advisor Job Birkenhead area,England UK,Customer Service/HelpDesk

Are you looking to explore a career in Insurance Services? If so, we are delighted to be hosting our Insurance Insight Careers Event, designed to give you a behind-the-scenes look at careers within the insurance sector. This interactive session will provide an introduction to who we are, how insurance supports customers at critical moments, and what a career in customer services can look like in practice.

You’ll hear directly from our teams, learn about the skills we value, and gain insight into day-to-day roles within our organisation. As part of the event, attendees will be invited to interview for a live Customer Service role.

What you can expect:

An overview of the insurance industry and our organisation
Insight into customer service roles and career progression
The opportunity to be considered for a live Customer Service vacancy

Whether you’re starting out, considering a career change, or keen to learn more about opportunities in insurance, this event is a great chance to explore your next steps.

PLEASE NOTE:

Start date for this role is September 7th 2026 with a 4-6 week training program. Following completion of the training period, you will move onto a 6 week rolling shift rotation.

Job Purpose

As a Customer Service Advisor 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.

You will also deal with general customer claims enquiries.

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 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
An ability to work using own initiative within boundaries
An ability to in 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, 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…