Customer Service Representative

About the role

We are looking for an enthusiastic Customer Service Representative to join our inbound contact centre in Liverpool, supporting insurance customers. This permanent, full‑time position offers a hybrid working model with three days a week in the office and the chance to develop a career in the insurance sector.

Key responsibilities

• Handle inbound calls and web‑chat enquiries, providing accurate information on insurance policies.
• Achieve daily and weekly KPIs, including call handling targets and quality standards.
• Resolve complaints with empathy, turning challenging situations into positive outcomes.
• Process policy changes and updates in line with company procedures.
• Deliver a high level of service to all customers, acting as a brand ambassador.

Required profile

• Motivated and driven to meet and exceed targets.
• Strong verbal communication and active listening skills.
• Empathetic, patient and able to manage difficult conversations.
• Goal‑oriented with a desire for continuous improvement.
• Willingness to work one of three rotating shift patterns.

Required skills

What we offer

• Salary £26,938 – £28,609 per year plus up to £2,000 performance‑related bonus.
• Hybrid working with a minimum of three days in the office.
• Three rotating shift patterns (early, mid, late) to suit personal preferences.
• Opportunities for career progression and skill development within the insurance industry.