Customer Service Representative

2 days ago Be among the first 25 applicants Get AI‑powered advice on this job and more exclusive features. This range is provided by Carpenters Group. Your actual pay will be based on your skills and experience – talk with your recruiter to learn more. Base pay range Salary: £23,600Start Date: 12th January 2026 This role includes a training period of 4‑6 weeks. Training will be 09:00‑17:30 Monday to Friday based in our Tithebarn Street Office. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview. Job Purpose As a Customer Service Representative within our Outbound team, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident. You will be required to positively and proactively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls. This role does not encompass cold calling. Key Duties & Responsibilities Make outbound and take inbound calls assisting customers in utilising their legal expenses insurance or providing options if they did not purchase this product Collate data accurately and effectively Convert referrals into personal injury/ULR claims by ensuring clients are aware of the services available to them Provide an excellent customer experience by way of a friendly telephone manner and active listening Provide clear communication to customers and/or their representatives Meet own targets and SLAs Liaise with external companies and internal departments in a timely and professional manner to effectively process the customer’s claim Resolve any issues avoiding expressions of dissatisfaction escalating into complaints Contribute towards continuous improvement with generation of ideas 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 Drive your own development by actively seeking development opportunities Ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA Take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures Adhere to company policies and procedures 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 Excellent time management and organisational skills A flexible and adaptable attitude to resolving issues An ability to handle objections and proactively market Carpenters legal services An ability to work using own initiative within boundaries An ability to work effectively with people across a wide range of levels and responsibilities Good IT/Keyboard skills Attention to detail Diversity and Inclusion 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 delivering insurance and legal service across the UK from seven office locations. We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation. Our culture is what defines us as an organisation and has been built around our 5 core values. We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best. Benefits 22 days plus bank holidays or day in lieu Hybrid working model Holiday buy and sell 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 Employment Details Seniority level: Entry level Employment type: Full‑time Job function: Other Industries: Consumer Services Location Liverpool, England, United Kingdom #J-18808-Ljbffr