Customer Service Advisor

Customer Service Advisor - Claims Support

Location: Office & Home
Salary: £25,500
Hours: Monday - Thursday 9am - 5pm, Friday 9am - 4.30pm
Contract: Permanent Full time

We're looking for a caring, organised Customer Service Advisor to support customers when they need us most. You'll guide people through the claims process, listen carefully to their circumstances and make sure each case is handled fairly, efficiently and with genuine care.

This is a customer-focused role where no two days are quite the same. You'll take ownership of customer enquiries from first contact through to resolution, keeping customers informed and working with colleagues and external partners to achieve the best possible outcome.

What you'll be doing

• Supporting customers by phone, email and other communication channels
• Managing claims from initial notification through to resolution
• Gathering information and checking policy details and supporting documents
• Explaining next steps clearly and setting realistic expectations
• Assessing cases in line with company procedures and service standards
• Liaising with suppliers, specialists and other third parties
• Keeping accurate, up-to-date records
• Identifying concerns, resolving problems and escalating complex cases when needed
• Delivering a helpful, empathetic and professional service throughout

What we're looking for

You don't need to have worked in claims before. We're more interested in your approach, judgement and commitment to great customer service.

You'll be someone who:

• Communicates clearly and confidently
• Listens with empathy and remains calm under pressure
• Takes ownership and follows through on commitments
• Can balance customer needs with policies and procedures
• Pays close attention to detail
• Is comfortable making fair, evidence-based decisions
• Can manage competing priorities in a busy environment
• Works well independently and as part of a supportive team

Experience in customer service, insurance, financial services, complaints handling or case management would be helpful, but full training will be provided.

Why join us?

We want this to be a place where people can do meaningful work, feel supported and build a rewarding career. You'll join a friendly team that shares knowledge, celebrates success and helps one another deliver an excellent service.

We offer:

• A welcoming and inclusive working environment
• Comprehensive training and ongoing coaching
• Clear opportunities for development and progression
• 28 days paid holiday
• Pension contribution

If you enjoy helping people, solving problems and taking ownership of customer outcomes, we'd love to hear from you.

Pay: £25,500.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Work Location: In person