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Customer Service Advisor

Ensuring that we look after our customers throughout the duration of their policy is critical to the success of our business. After all, an insurance policy only lasts for 12 months and at the end of this time we want all our customers to remain a customer of ours and renew their policy with us. In order to do this we have a Customer Service Department that is split into a number of different areas. This ensures that all customers receive a first class service at all times.

The key roles offered in this area are;

    Customer Service Advisor
  • Administrator

The key tasks carried out by a Customer Service Advisor are;

  • To Process incoming emails from customers, other departments and third parties
  • To amend a customer’s policy (e.g. change the vehicle we insure, change their address) via email or the telephone
  • To Process cases and ensuring that all documentation is issued in accordance with Service Level Agreements
  • To work with a customer in ways that will resolve any concerns or issues that they may have
  • To deal with and resolve any expression of dissatisfaction made by a customer
  • To provide the highest levels of customer service in a competent manner
  • Working within a small team you will work to achieve targets for;
  • The number of emails you process
  • The number of errors that you make
  • Maintaining your knowledge and completing work in accordance with Company policies and procedures

In addition to the above we also target all our Customer Service Advisor’s to sell additional products to customers. These products include; Legal Assistance, Breakdown Cover and many others that are designed to enhance a customer’s policy to give them a better level of cover.

Supporting you and helping you to achieve the targets set will be an experienced Team Leader, who will work with you to ensure that you possess all of the required knowledge and skills to carry out your role on a day to day basis.

The Person

  • To be a successful Customer Service Advisor you need to be;
  • Enthusiastic and be able to demonstrate this within a capable manner
  • Focused on delivery and ensuring that all questions are answered competently and all problems are resolved
  • Able to resolve a customer’s query and offer suitable solutions
  • Polite and be able to demonstrate empathy towards a customer’s situation when needed
  • Self motivated and possess the ability to work towards targets such as the numbers of emails and calls handled, error rates and cross selling to name a few
  • An excellent communicator and be able to demonstrate this both verbally and written

Whilst it is advantageous that you have some experience of dealing with customers in a call centre environment, we offer every new employee full Insurance training and so, providing you demonstrate some core qualities during the Interview Process, we will offer you an opportunity in this area of the business. The key qualities that we are looking for include;

The ability to communicate clearly and concisely both written,verbally, face to face and using the telephone

Some experience of using computers and programmes such as Outlook, Word and Excel

Being able to keep calm and demonstrate that you are actively seeking to resolve a customer's issue, concern or problem

Salary : Negotiable

How to apply: To apply please send your CV and cover letter to This email address is being protected from spambots. You need JavaScript enabled to view it.

Opening Hours

Monday to Friday - 9:00am - 5:00pm

Saturday - Closed

Sunday - Closed

Bank Holiday - Closed

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Contact Us

  • Branston Court, Branston Street, Jewellery Quarter, Birmingham. B18 6BA
  • 0121 679 7265
  • enquiries@falconinsurance.co.uk
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