Customer Service Agents - Permanent Homeworking - 40...

Date Posted: 30+ days ago
Salary: £18,650 a year
Birmingham B4+2 locations•Remote

Job Description

Applications are welcome from UK Mainland only

Working within our Nationwide Customer Service Network on a permanent night shift

Unlike other Customer Service Networks we are not a sales focused environment we are completely focused on the customer journey. We deal with customers that are experiencing a home emergency on behalf of well-known insurers. We operate 24/7 from Monday to Sunday, 365 days of the year. The Customers emergency is our emergency.

It would be your role to ensure that this experience is a smooth, efficient and effortless as possible and to help support them during a difficult time but offering exceptional Customer Service

Note: internally these roles are called Customer Incident Managers

In these unusual times, our Customer Incident Managers have become even more important to our Customers.

We’re looking for more people to join the night team. Confident people with a natural instinct to help. People who give it their all, where no challenge is too big, no ask too great. Naturals when it comes to making conversation and at their best when thinking on their feet. As one of our Customer Incident Managers, your unflappable nature and personal approach will give our customers the confidence you’ll get right to the root of their problem. If you’re great at building rapport and trust, showing empathy and resilience, and going out of your way for people, then you’ve probably already got what it takes to succeed here.

Our Customer Incident Managers deal with people from all walks of life every single day and some of them maybe vulnerable so you’ll need to be able to build rapport with customers quickly, speak clearly and listen intently whilst working out how to solve problems to keep our customers happy.

The first point of contact for our customers, this is a role for the cool, calm and collected. All around the UK people depend on our services, so when things go wrong in their homes it can have a serious impact on their everyday lives. This means you will face plenty of challenges, from frustrated and upset customers, so you will need lots of patience and genuine empathy, but you’ll also be the one who puts a smile back on our customers’ faces, again and again.

You will be required to carry out the day-to-day operational performance of any reasonable tasks required to assist in a delivery consistent service for all CET’s Clients, including but not limited to; claims notification, claims deployment, return visits, invoicing and complaints.


We will give you all the training you need, when you start you will get 4 weeks of training on our services, systems and processes which will include handling live customer calls. You will have the training team around to fully support you during this initial training period and then you will have people around you to support you with regular coaching and training up-dates to make sure you are always on top of your game.

You MUST be available to attend an initial full-time training period of 4 weeks and this training is mandatory and will take place via MS Teams at home and is critical to the role

Training will take place via MS Teams Monday to Friday (40 hours per week), with two, 15-minute paid breaks and a 30-minute unpaid lunch break each day)

Main Purpose of Role

  • To receive and answer Home Emergency Claims with urgency via telephone, Email or specific client portals.
  • To deploy Suppliers from our network to each claim within the client specific Service Level Agreement (SLA)
  • To ensure that every caller receives excellent customer service whether this is a customer or a supplier.
  • To follow through every claim so that the customer only has to make one phone call into us.
  • To handle and try to resolve any complaint at the first point of notification.
  • To be available at all times during your shift to take inbound calls or make outbound calls.
  • To record any dissatisfaction in line with Company procedures.
  • Ensure that Health and Safety compliance and legal frameworks are adhered to at all times.
  • To be a champion of excellent customer service.

Essential skills

To be a brilliant Customer incident Manager in our team you must have

  • Previously worked in a support/contact centre
  • Excellent listening skills and natural empathy
  • Top-notch troubleshooting and problem-solving skills
  • A genuine passion for Customer Service.
  • Be able to take accountability.
  • A professional telephone manner
  • Ability to get on well with people.
  • Respectful of other peoples’ point of view.

Night Shift Pattern

4 days on and 4 days off - You will normally work between 7.30 pm to 7.15 am x 4 days, then 4 days off (averaging 40 hours per week) to include a 30-minute, unpaid daily break.

Basic Salary is £18,650 per annum, increasing to £18,900 after 6 moths probation and increasing again to £19,380 per annum after 12 months' continuous service

A £2,000 per annum night shift allowance will become payable upon you taking up the night shift role, following training

Annual Leave
- 20 days plus 8 bank holidays each year plus 1 service day after 12 months' service with an additional service day each year until maximum of 5 have been reached.

You will be required to complete a Homeworking Checklist and Home Working Policy upon joining the Team to ensure you can work comfortably and safely from your home.

At CET, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.

CET is a Disability Confident Committed Employer and we want to make sure that you have the best possible recruitment experience with us. If you have a disability or long-term health condition and need any adjustments to our process that would help you to perform to your full potential, please let us know.

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