Carpenters Group
Customer Service Representative - Inbound
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Careers Event: Insurance Insight Careers Day
Are you looking to explore a career in Insurance Services?
We are delighted to host our Insurance Insight Careers Event, providing an inside look at careers within the insurance sector through an interactive session.
You’ll hear from our teams, learn about skills we value, and gain insight into day-to-day roles within our organisation during this introduction to:
- Our organisation’s mission
- How insurance supports customers at critical moments
- Real-life career opportunities in customer services
As part of the event, attendees may have the opportunity to interview for live Customer Service roles.
What to Expect?
- Overview of the insurance industry and our organisation
- Insight into customer service roles and career progression opportunities
- Potential placement consideration for living Customer Service vacancies
Ideal for anyone:
- Starting their career
- Considering a career change
- Exploring opportunities in insurance
📅 Event Details
📍 Location: Carpenters Group, No.1 Tithebarn Street, Liverpool, Merseyside, L2 2NZ 📅 Date: Tuesday, July 28th, 2026 🕒 Sessions: Morning and afternoon available 🔖 Places limited—register early!
🚨 Call for Action: Live Customer Service Role (Part of the event)
The Role: Customer Service Representative
Position: Customer Service Representative Salary: £24,600 Start Date: August 17th, 2026
About the Role:
As a Customer Service Representative, you will be the first point of contact for customers who have suffered a loss following a motor incident. Your duties include treating customers with understanding and empathy, capturing relevant details efficiently and accurately, validating policies, confirming indemnity, and providing excellent customer service.
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You will use effective questioning techniques and/or investigations to assess liability while guiding customers to assets, legal support, and supply chain benefits in claim resolution.
Key Duties & Responsibilities
- Handle inbound customer calls regarding motor incidents, validating policy coverage and assessing liability
- Collect and validate data accurately from customers
- Deliver excellent customer service with friendly, professional, and active listening skills
- Communicate clearly with customers or their representatives
- Meet individual and service level targets (SLAs)
- Collaborate with external companies and internal departments to process claims efficiently
- Resolve dissatisfaction before it escalates into complaints
- Support continuous improvement by sharing ideas
- Question and challenge peers/managers if processes don’t meet customer or regulatory standards
- Drive personal development by seeking opportunities for growth
- Uphold FCA compliance standards and regulatory legislative requirements to protect customers and business
- Follow company policies and take accountability for your actions
Experience & Knowledge Required
- Previous telephone-based customer service experience, ideally in a call centre environment
- Professional approach to work
- Strong communication and customer service skills (written, verbal, and interpersonal)
- Self-starter ability and initiation skills
- Fast-paced, agile, and adaptable mindset
- Good interpersonal skills, capable of engaging with people at all level
- Exceptional keyboard skills and IT proficiency
- Attention to detail, ensuring accurate and timely work
- Teamwork orientation with the ability to collaborate effectively
About Carpenters Group
For over 30 years, Carpenters has provided legal and insurance services across the UK, evolving into a team of 1500 across seven office locations.
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We partner with insurers, brokers, and MGAs to deliver outsourced claims support services, prioritising customer-focused experiences that exceed expectations.
Our culture is defined by five core values, fostering a positive, inclusive, and progressive work environment.
We believe that building our success depends on the success of our people, and we provide an environment where everyone feels valued, supported, and empowered to grow.
Diversity & Inclusion
At Carpenters, diversity and inclusion are integral to our culture. We welcome applications from everyone and celebrate individual differences with the commitment to offering equal opportunities for all.
✨ Benefits & Perks
- 22 days holiday plus bank holidays (or flexibly swapped for a day in lieu)
- Hybrid working model, balancing work-place and home flexibility
- 2 x Volunteering days per year to support charitable initiatives
- Matched Giving option – up to £250 matched for every fundraising effort for a registered charity (subject to criteria applies)
- Medicash Cash Plan (reimburse dental, physio, or optical appointments)
- Wellbeing Offerings:
- My Medicash App offers:
- Virtual physiotherapy sessions
- Dermatology and skin cancer assessments
- Fitness tracking tools and motivational resources
- Free life insurance (cover up to 4x salary)
- My Medicash App offers:
- Pension scheme and funded theory test for new drivers
- Mental health support via trained Wellbeing Champions network
- Training and development opportunities for career progression
- Funded social events to connect with colleagues
- Dress-for-your-day policy, combining comfort and professionalism
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