Outbound Customer Advisor


Tithebarn Street Liverpool

REFERENCE: 05/23/06
CLOSING DATE: 6/27/2023 12:00:00 AM

Hours of Work:

37 hours

Mon – Sat: 08.00 – 20.00

Sun: 09.00 – 18.00

Shift rotation

Lates: 1 week in 4

Weekends: 1 week in 4

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 an Outbound Customer Advisor within our Legal teams, 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:

  • To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
  • To collate data accurately and effectively
  • To convert referrals into personal injury/ ULR claims by ensuring clients are aware of the services available to them.
  • To provide an excellent customer experience by way of a friendly telephone manner and active listening
  • To provide clear communication to customers and/or their representatives
  • To meet own targets and SLAs
  • To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
  • To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
  • To contribute towards continuous improvement with generation of ideas
  • To 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
  • To drive your own development by actively seeking development opportunities
  • To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
  • To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
  • To adhere to company policies and procedures
  • To 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 in work in a fast-paced environment
  • An ability to work effectively with people across a wide range of levels and responsibilities
  • Good IT/Keyboard skills
  • 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.


  • 30 days holiday per annum inclusive of bank holidays or day in lieu where applicable
  • Hybrid working model (in relevant role)
  • 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 Claims Handler

If you have been referred to this job advertisement by an employee at Carpenters Group please add their name here.