Customer Support Advisor


Tithebarn Street Liverpool

REFERENCE: 06/23/16
CLOSING DATE: 7/27/2023 12:00:00 AM

Salary: Up to £30,000 dependent upon experience 

Hours of Work: 37 hours a week

Core hours Monday – Thursday 9am – 5.30pm Friday 9am – 5pm, with some possible variation to cover occasional evening and weekend shift

Job Purpose:

  • Handle customer queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered;
  • Ensure customers are treated fairly and in accordance with all Company policies and procedures;
  • Monitor the Customer Support Team results to ensure there is a continual contribution to the firm’s quality of all services offered

Key Duties & Responsibilities:

  • Assist with the administration and investigation of customer queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the query;
  • Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible;
  • Keep up to date with all insurance, claims and legal developments and procedures and internal processes;
  • Assist in the identification of any risk, training or performance needs, both within the team, department and business-wide;
  • Contribute to continuous improvement within the Customer Support function;

Experience & Knowledge:

  • Experience in the conduct of insurance claims notification and handling processes and/or personal injury claims handling and litigation;
  • A strong awareness of good customer service and Treating Customers Fairly;
  • Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution;
  • Excellent interpersonal and communication skills, both written and oral.
  • Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines;
  • Strong IT/case management skills

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.


  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • 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 (in relevant role)
  • 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

Customer Support Advisor

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