Customer Service Representative Job at 360 Resourcing Solutions (Liverpool)

Customer Service Representative

360 Resourcing Solutions

Location:
United Kingdom , Liverpool

Category:
Insurance

Contract Type:
Employment contract

Salary:

24600.00 GBP / Year

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Job Description:

As a Customer Service Representative, you’ll be the reassuring voice customers speak to after a motor accident. You’ll help them understand their options and legal rights, guiding them through the first steps of making a claim to recover financial loss or compensation for injury. This is a consultative role where you’ll proactively introduce Carpenters’ legal services, building trust and securing new business through a mix of outbound and inbound calls.

Job Responsibility:

Speaking with customers by phone to understand their situation and explain their legal options clearly and confidently
Supporting customers to use their legal expenses insurance or exploring alternative routes when this isn’t in place
Converting referrals into personal injury or ULR claims by highlighting the benefits of Carpenters’ services
Delivering a high-quality customer experience through empathy, active listening and clear communication
Accurately capturing customer information and progressing claims efficiently
Working collaboratively with internal teams and external partners to ensure a smooth customer journey
Managing queries and resolving issues early to prevent dissatisfaction or complaints
Meeting personal targets and service level agreements (SLAs)
Contributing ideas to improve processes and customer outcomes
Taking ownership of your development and staying up to date with regulatory, procedural and policy requirements
Acting professionally at all times and representing Carpenters Group positively

Requirements:

Previous experience in a telephone-based customer service or contact centre environment
Professional, customer-focused approach
Outstanding verbal and written communication skills
Strong organisational and time-management abilities
Flexible and adaptable, with a solutions-focused mindset
Confident handling objections and proactively promoting legal services
Ability to work independently within defined boundaries
Comfortable working in a fast-paced environment
Effective communicator across a range of roles and seniority levels
Good IT and keyboard skills
Excellent attention to detail

What we offer:

22 days plus bank holidays or day in lieu
Hybrid working model
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
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