Customer Services Advisor Academy

At 1st Central everything starts with our people.

As one of the UKs leading motor and home insurers we use smart technology data and great service to make insurance fast fair and simple for over 1.4 million customers. Were proud to create an environment where people feel supported trusted and able to grow -whether thats developing new skills taking on fresh challenges or making a real impact every day. If youre looking for a role where you can make a difference wed love to hear from you.

Are you looking for an exciting new career thats different with plenty of progression and opportunities to grow further

Were looking for three Customer Services Advisors to join our next academy starting on the 16th November 2026 based in Haywards Heath West Sussex.

In this role youll be offering excellent customer service supporting our customers by phone email and webchat whilst owning improving and shaping our customer journey. Youll also review evaluate and improve our customer journey by reviewing standard operating procedures and delivering continuous improvement.

Working flexibly youll spend the first 6 months in the office full-time for training and support then hybrid begins with 3 days at home and 2 days in the office (Tues & Weds). But if you prefer to be in the office more thats good with us too.

Core skills were looking for:

• Problem Solving: Can gather facts and resolve issues quickly and efficiently
• Organisation and time management: Able to prioritise tasks manage your workload and keep things on track
• Teamwork: Able to work collaboratively support others and contribute to shared team goals
• Communication: Keeps customers and colleagues clearly updated through phone email and webchat

Whats Involved:

• Youll deliver a variety of customer service activities and contribute to improvement initiatives that support evolving business needs.
• Youll represent customer feedback and meet agreed service and performance standards.
• Youll undertake roles and responsibilities in line with the Customer Service Progression Matrix.
• Youll be accountable for the management of your caseload and deliver against your key performance objectives.
• Youll support customers with policy servicing activities across the non-claims lifecycle via phone and digital channels as required
• Youll follow established processes and procedures to deliver accurate customer outcomes providing feedback on potential improvements where identified
• Youll provide feedback and insights with ongoing process improvements and ways of working
• Youll participate in the testing of system and process changes when required
• Youll support the onboarding process of new products and services providing input to help deliver successful customer and business outcomes.
• Youll support the testing and implementation of new initiatives sharing feedback where appropriate to help drive continuous improvement
• Youll comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times
• Youll ensure compliance with Company Policies Values and guidelines and other relevant standards/ regulations at all times.

Experience & Knowledge:

• Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)
• Proven customer service experience

Skills:

• Good communication skills both verbal and written
• Good time management and organisation skills
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills
• IT and software skills including good Microsoft Excel and Word knowledge

Behaviours:

• Self-motivated and enthusiastic
• Attention to detail and accuracy
• An organised and proactive approach
• Ability to work on own initiative and as part of a team
• A flexible approach and positive attitude
• Strives to drive business improvements to contribute to the success of the business
• Customer focused
• Desire to learn and develop through continuous training

Ready to join us

Were looking for talented people who want to make a real impact for our customers colleagues and business. Apply today and discover where a career at 1st Central could take you.

To find out more about careers at 1st Central take a look here