Customer Service Advisor – Evening Shift

About the role

Join Davies Group’s Property team as an Evening Customer Service Advisor, providing support to home emergency insurance customers from our Fulwood office in Preston. You will handle inbound evening calls, guide customers through the claims journey and help achieve timely resolutions.

Key responsibilities

• Answer inbound calls from home emergency insurance customers during evening shifts.
• Work to targets and KPIs in a friendly, professional call‑centre environment.
• Support customers from initial claim notification through to resolution.
• Validate policyholder details, diagnose issues and dispatch the appropriate trade contractor while keeping the customer informed.
• Process excess policy payments, arrange boiler services and negotiate with contractors.
• Opportunity to multi‑skill across various insurance product lines.

Required profile

• Experience in First Notification of Loss (FNOL) or claims handling is an advantage.
• Previous contact‑centre experience is beneficial but not essential.
• Excellent telephone manner with strong customer‑service skills and the ability to think on your feet.
• Strong attention to detail and self‑motivation.
• Positive, confident approach when dealing with distressed customers.
• PC literate with solid administrative abilities.

Required skills

• PC literacy

What we offer

• Reward platform with discounts at over 800 retailers.
• Development, training and funding for professional qualifications.
• Leadership training programme and access to the Davies Innovation Lab.
• Environmental and social initiatives through the Davies Foundation.
• Employee Resource Groups, volunteering programmes and local charity funding.
• Pension scheme with 5% employee and 5% employer contributions.
• High‑street discounts, financial wellbeing hub and life assurance.
• Cycle‑to‑Work scheme and referral incentives.