Customer Service Adviser
Chaucer Insurance

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Darryl H

00:00:03 My name’s Darryl H, Customer Service Advisor at the Claims Department at Chaucer. We have designated file handlers, handling the individual’s claim, but if anyone has any problems or queries, we’re the first people they call, and we can update the on what’s happening so they don’t have to disturb the main file handler. So it is really just to make sure that they’re not putting the phone down, and still angry. They want to know something’s being done and we’ve listened to their problems, and that you’re doing your best for them.

00:00:32 It got towards the end of my A-Levels, and the school was like very much based around pushing you on for University. I think a few of me mates we decided sort of between us it’s not really for us, we didn’t want further education. And the opportunity came up to go to New Zealand and I thought well I haven’t yet left school, I’ve not got a full time job on the line, when am I going to get the chance to go and see the other side of the world and, I mean none of my friends have done it. So it was very very fascinating, and come back much more confident coming into an adult working environment in a full time job.

00:01:06 But I did play football right up to about age 13, 14. Then I decided – because at that age I wasn’t, suppose I realised wasn’t going to make it as a footballer. But then a few years later opportunity came up to become a football coach at my brother’s football club. So I thought I took that, learn something new. I really enjoyed the football when it’s nice to see kids thanking you for it, so it’s really quite a nice feeling really, to see that they’re going home happy and enjoying football and coming back for more. As I say I gave my word to the club that I would stay on for them, because they were struggling for volunteers, and it’s all volunteer work. And the way it was I was looking for a job that would allow me to do that, because I gave my word.

00:01:46 And Chaucer came up, and it was Monday to Friday, it just seemed – it just felt right really. And as I say I went along to the interview, I wasn’t going to take a job just because it kept my weekend, I wanted to make sure I was going to enjoy it and as I say I’ve learnt so much more about the motor insurance industry. It’s helped me grow up really, and now I go home telling my Mum and Dad what they should really be doing looking for insurance and for friends really.

00:02:10 I’d like to stay where I am in the area I’m on for a good few years, ’cause there’s always change and always new procedures coming in, so always keeping up to date. So I’d like to get my foot in at the office, know everyone, understand how Chaucer works, what their procedures are. And then maybe working my way up through the company, and seeing like what opportunities I have. I mean I know through talking to other people, we’ve had a few people in our area progress up from working where I am. So it’s nice just seeing that they do recruit from inside and they do look to take people and work them up and train them to what they want. It’s nice to see other Managers sort of just acting normal level, having a laugh with you, and it’s like well I’d like to be like that. But I would like to stay here certainly, I’m enjoying it. I can’t see any reason why I’d want to leave.

00:02:54 In about twenty years’ time – oh well just being a responsible adult, obviously you look up to your parents as role models, they’ve provided me with a good life, I’d like to think I could do the same with my family when that time comes.

00:03:07 ENDS

Darryl’s job involves dealing with the public: “so it’s really just to make sure that they’re not putting the phone and down still angry”. A period spent travelling after school led him to become much more confident. He spends his spare time coaching a local football team as a volunteer. He enjoys his job and sees that there are opportunities to progress if he wants to take them.

More information about Customer service occupations n.e.c.

average salary

The UK average salary is £29,813

average weekly hours

There are 37.5 hours in the average working week

36%  male 
64%  female 

The UK workforce is 47% female and 53% male

Future employment

Future employment?

? Job holders in this unit group perform a variety of customer service occupations not elsewhere classified in MINOR GROUP 721: Customer Service Occupations.
There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.
  • Receives enquiries from potential and existing clients, discusses requirements, and recommends products or services;
  • Discusses pricing processes with clients, agrees payment arrangements and handles customer accounts;
  • Makes reservations, books tickets, organises insurance policies on behalf of customers;
  • Follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements;
  • Addresses customer complaints and problems;
  • Informs customers of special promotions and new product launches.
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