Customer Services Specialist

Were 1st Central a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And thats the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Were recruiting for talented and motivated individuals with a passion in offering excellent customer service supporting our customers by phone email and webchat whilst owning improving and shaping our customer journey.

This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central

Based from Haywards Heath West Sussex youll be much more than a customer service specialist with a key eye to review evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.

Working flexibly we offer hybrid working of 3 days at home and 2 days in the office after passing your probation period. The first 6 months will be in the office learning everything related to our customers and their journey taking on new challenges learning new and exciting skills along the way!

Are you hungry to be part of an evolving team Are you looking for an exciting new career thats different with plenty of progression and opportunities to grow further! We would love to hear from you!

Youll be great if you have these skills:

• Can you resolve an issue and gather facts We need problem solver!
• Scheduling your workload and day is key. Are you organised
• Working towards a deadline to be the best! Time management is key
• Do you enjoy building working relationships Confidence is what we need
• Excellent communicator to our customers and senior management

Heres a taste of what we can offer you:

• Starting salary of 24570 p.a. Increasing to 26170 p.a. subject to completion of the First Central Way continuous improvement course.
• Start date 26th August 2025
• 3 days a week from home and 2 office days (Tues & Weds) following training and probation period
• Monday to Friday 08:30am to 5pm
• Minimum 25 days holiday plus bank holidays (and the chance to buy and sell days)
• A YOUday an extra day off to spend however you want. The clues in the name
• Your Time in Need: five days paid leave for compassionate or emergency reasons
• A paid days leave to volunteer
• A fun energetic and lively working environment

Job Responsibilities:

• Youll take inbound calls assisting customers with buying and servicing insurance policies
• Youll engage with customers by phone and webchat in a contact centre environment
• Youll continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
• Youll Engage in a variety of activities flexing between helping our customers new and existing projects and experiments in line with our business needs
• Youll following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
• Youll contribute and building knowledge training and process documentation
• Youll test systems process changes and new initiatives
• Youll on-board new products and services to determine the best strategy
• Youll be the voice of the customer within First Central and the gold standard for performance across all KPIs
• Any other reasonable duties as required

Experience & Knowledge:

• Wed love you to have worked in a customer services environment either retail or a contact centre or other backgrounds will be considered
• You spot the gaps! Youre able to identify continuous improvement gaps in our customer journey
• Youve knowledge of continuous improvement processes (an advantage)
• Youve the ability to collaborate and communicate with various stakeholders in the business with new improvement ideas
• Youre not fazed by computers and software with good Microsoft Excel and Word knowledge
• Youll be a great communicator both verbal and written
• Organisation timekeeping and structure are second nature to you
• Youve got strong analytical and problem-solving skills ability to identify root causes and solutions
• You excel in data and statistical analytics

Our ambition is huge. But your impact could be massive.

Sound like you Then click on Apply.

What can we do for you

People first. Always. Were passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so thats what we offer. Our workplaces are energetic inspirational supportive. To get a taste of the advantages youll enjoy take a look at all our perks in full here.

Intrigued Our Talent team can tell you everything you need to know about what we want and what were offering so feel free to get in touch.