Service Excellence Advisor
Hybrid, start date 22nd September 2025
Based in Bedworth (1–2 days a week in office)
Key points
* Major UK insurance company (trusted by millions)
* Entirely customer service based role with no sales
* Hybrid role, high percentage of remote working, with all equipment provided
* 37.5 hours per week, shift-based rota across 7 days (2 out of 6 weekends)
* Basic salary: £24,500
* Quality bonus: up to £200/month (QA-based)
* Great benefits, training and progression
Are you great with people, calm under pressure and ready to build a career in customer service? If you're looking for a fully hybrid role with proper training and progression, where your empathy and professionalism make a real impact... this could be a perfect fit.
The role in a nutshell
You'll be joining our client's Service Excellence team, supporting customers with a wide range of service queries. This includes handling complaints, payment queries, booking repairs (including boilers), and managing insurance service calls for major partners such as John Lewis, Scottish Power, HSBC and Argos.
All calls are inbound, so customers come to you. There are no sales in this role. Instead, the focus is on listening, resolving issues, and providing a calm, structured and compliant service experience.
You'll have three weeks of initial training, with coaching and ongoing support from your Team Leader and colleagues. You'll be part of a large hybrid workforce, split into smaller supportive teams with daily huddles and regular 121s.
What experience do you need?
You don't need to come from a regulated environment, but you do need to have:
* Experience directly supporting customers, ideally in a phone-based or contact centre role
* Confidence in handling complaints, queries or service issues in a structured environment
* Strong communication skills and a proactive, positive attitude
If you've worked in customer service, complaints handling or other contact centre roles, you'll likely settle in quickly.
For the best chance of being shortlisted, make sure your CV has dates and that any gaps are explained.
The reward
* Quality-based monthly bonus of up to £200
* Hybrid working with a high percentage of remote with full equipment provided
* 33 days holiday (including bank holidays which are a usual working day)
* Clear progression into senior roles or lateral moves into other areas
* Health and wellbeing schemes, insurance policy benefits, enhanced pension and salary sacrifice schemes
* A career path within financial services – with real opportunities to grow
Essentials
* You must be based within an hour commute of the Bedworth area
* You'll need a quiet place to work from home and reliable broadband (all other kit is provided)
* You'll be working shifts on a 6-week rotation across a 7-day rota, with most teams working 2 out of every 6 weekends (shifts planned 4–6 weeks in advance, latest finish 8pm)
* You'll need customer service experience, ideally 12+ months in a contact centre or phone-based role
Final point
Hybrid working isn't for everyone. It takes a self-starter mindset, strong communication and the ability to bounce back when calls get tough. If you're someone who thrives with structure, wants stability, and gets a buzz from helping people (without sales pressure), we'd love to hear from you.
Recruitment Process
The whole process can move quite quickly depending on how responsive you are. Each step builds on the last:
* Online application (5 mins)
* Video call with one of the Talent Tent team (15 mins)
* Online assessment (30 mins – via TestGorilla)
* Client interview (60 mins)
We'll need to see proof of your right to work in the UK as part of the process.