Copy of Full Time Customer Service Agent

5 days ago

Walsall, United Kingdom CET Careers Full time

**We are currently recruiting for Claims Agents to join our busy Claims Department at our Walsall site.**

Start date - Monday 1st September 2025

**Salary**: £26,550 (Full time, 40 hours)

**Shifts, one of these patterns will be assigned to you**:

- Tuesday - Saturday, alternating between 7:00am - 3:30pm/12:30 - 9:00pm weekly with a 30-minute unpaid lunch each day.
- Sunday - Thursday, alternating between 7:00am - 3:30pm/12:30 - 9:00pm weekly with a 30-minute unpaid lunch each day.
- You will be based from our Walsall office but will work in a hybrid way, typically 3 days in the office and 2 days from home (office days will be Tuesday, Wednesday and Thursday with all other days will be working from home).

**Mandatory Training**:
We will give you all the training you need, when you start. You will get 5 weeks of training on our services, systems and processes which will include handling live customer calls. You will have the training team around to fully support you during this initial training period and then you will have people around you to support you with regular coaching and training up-dates to make sure you are always on top of your game. Thanks to our on-going training, your knowledge of our clients, systems and business processes will be second to none. This training period is mandatory and you must be able to attend all of the sessions.

The 5 weeks of training will take place in our Walsall Office (WS2 7BN), Monday - Friday 08:30am - 5:00pm with a 30 minute unpaid lunch break.

The Company reserve the right to terminate employment if you fail to fully attend any of these important sessions:
**Main purpose of the role**:

- To deploy Suppliers from our network to each claim within the client specific Service Level Agreement (SLA).
- To ensure that every caller receives excellent customer service whether this is a customer or a supplier.
- To follow through every claim so that the customer only has to make one phone call to us.
- To handle and try to resolve any complaint at the first point of notification.
- To be available at all times during your shift to take inbound calls or make outbound calls.
- To record any dissatisfaction in line with Company procedures.
- Ensure that Health and Safety compliance and legal frameworks are adhered to at all times.
- To be a champion of excellent customer service.
- Essential skills - To be a brilliant Claims Agent in our team you must have
- Previous Contact Centre experience.
- Have excellent listening skills and natural empathy.
- Top-notch troubleshooting and problem-solving skills with a thirst for knowledge and integrity with learning our business needs and being able to work alone in your own safe and quiet working environment.
- A genuine passion for Customer Service.
- Be able to take accountability.
- Have a professional telephone manner.
- Ability to get on well with people.
- Able to build successful relationships within the wider areas of the business (Contractors, other departments, managers on shift, our insurers).
- Having the initiative to make out-going phone calls as and when needed on a claim by claim basis.

What additional benefits CET can offer you can be found on our careers page
- CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition or need any adjustments to our process that would help you to perform to your full potential, please let us know._

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