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Customer Service Advisor – Night Shift

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We are looking for a talented Customer Service Advisor to join our Out of Hours team based in Taunton, TA1. You will assist with taking calls from customers and providing cover for our clients along with our emergency clients through an Out of Hours service.

You will deal with a variety of property claims and emergencies (anything from escape of water to flooding, storm damage and new build property repairs) and also liaise with customers and third parties to assist in the progression of their claim from start to finish. Customer service is at the heart of what we do and if you want to join a progressive company that values its staff and ensures service excellence is key – join us now!

Key Accountabilities:

  • Cover emergency works for our clients and their stakeholders.
  • Be aware of what emergencies could occur within a new build property; some of which could affect the daily routine of an individual in their own home.
  • Provide phone cover for our Out of Hours service.
  • Provide the ability for the operations department to contact people outside of the normal working day.
  • Ensure claims received out of the normal working hours are on the system and called within SLA’s.
  • To promote the business to our clients
  • Ensure that emergencies are completed within the stipulated service level agreements.
  • Maintain a consistent low level of complaints within the department.
  • Ensure that calls are answered within the stipulated service level agreements.
  • Ensure that all claims received out of hours are keyed on and action within the stipulated service level agreements.
  • Knowledge of the internal systems and their interaction in the claims process.
  • Knowledge of fraud principals and methods of prevention.
  • Prepare for personal development reviews and provide evidence of your successes.
  • Progress and take control of your own personal development and training plan.
  • Ask for support from your line manager where necessary in order to be able to complete objectives.
  • Ensure the principles of Treating Customers Fairly (TCF) are adhered to at all times.
  • From time to time you will be expected to carry out other duties and special projects in addition to key tasks which are within your skills and capability.

You will build relationships with key stakeholders, be able to provide excellent customer service and be flexible owing to business needs, from time to time.

What are we looking for?

  • Good customer service skills
  • Ability to work to targets and deadlines
  • Good IT skills with the ability to use multiple systems (Microsoft, bespoke packages)
  • Complaint Handling skills
  • Ability to remain focused during high volume periods
  • Good communication skills (both written and oral)
  • Good organisation skills

Days / Hours of work:

Working on a 4 on 4 off shift rota – 8PM – 8AM

Behaviour and Conduct:

As a firm, we believe all individuals should be customer service driven, with a real passion for working with people. By providing innovative solutions and being engaging, teams are motivated to achieve results and provide the excellent service Claims Consortium is recognised for. Individuals should be driven, approachable and also flexible to work the hour’s necessary and help other employees, in order to fulfil service needs.

Claims Consortium Integrity:

Claims Consortium works at all times lawfully and in accordance with pre-defined regulatory, compliance, company policy and processes and financial requirements e.g. Data Protection, Code of Conduct, Health and Safety, General Insurance Standards Council and Financial Conduct Authority Standards.


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  • Company Benefits
  • BHSF Health CoverBHSF Health Cover
  • Bike-to-Work SchemeBike-to-Work Scheme
  • Childcare VouchersChildcare Vouchers
  • Holidays28 Days holiday incl. 8 Bank Holidays
  • Pension SchemesPension Schemes
  • Employee of the MonthEmployee of the Month
  • Birthday OffReceive your Birthday Day off
  • Charity DaysCharity Days
  • Social ActivitiesSocial Activities
  • Dress DownDress Down
  • Plus many more...