Customer Service Representative

Are you looking to explore a career in Insurance Services?

If so, we are delighted to be hosting our Insurance Insight Careers Event, designed to give you a behind-the-scenes look at careers within the insurance sector.

This interactive session will provide an introduction to who we are, how insurance supports customers at critical moments, and what a career in customer services can look like in practice. You’ll hear directly from our teams, learn about the skills we value, and gain insight into day-to-day roles within our organisation.

As part of the event, attendees will be invited to interview for a live Customer Service role

What you can expect:

• An overview of the insurance industry and our organisation
• Insight into customer service roles and career progression
• The opportunity to be considered for a live Customer Service vacancy

Whether you’re starting out, considering a career change, or keen to learn more about opportunities in insurance, this event is a great chance to explore your next steps.

Event details:
📅 Date: Wednesday 29th April 2026 – Morning and afternoon sessions available
📍 Location: Carpenters Group - No.1 Tithebarn Street, Liverpool, Merseyside, L2 2NZ

Places are limited, so we encourage you to register early.

We look forward to welcoming you.

The Role

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.

Salary: £24,600

Start Date: May 18th 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 does include some evening and weekend work. Hours of work for this position are 8am-8pm working 1 in 3 weekends.

Key Duties & Responsibilities

• 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

Experience & Knowledge

• 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

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
• 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