Job Description – Customer Care Specialist - New Business

Admiral Group Plc. (UK) and Admiral Solutions (India)

Know Us:

The history of Admiral Group (AGp), UK is one of growth, profitability, and innovation. Admiral launched in 1993 with just one brand, zero customers and 57 members of staff. Today we are an international financial services group offering home, van, and travel insurance as well as personal loans and car finance with customers in France, Italy, Spain, the UK and the USA. Headquartered in Wales in the UK, we are proud to be Wales’ only FTSE 100 company. We are proud to have a global presence with offices in Spain, Italy, France, USA, Gibraltar, Canada and India.

We serve over 10 million customers worldwide in line with our purpose, to help more people to look after their future, always striving for better together.

 In 2024 Admiral has been awarded as one of the World’s Best Workplaces™ in a list published by Great Place To Work®

At Admiral Solutions (Branch Office of AGp), we truly believe that customers and our front-line staff are at the heart of everything we do. It is the customer who signs our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~15000 family members worldwide with one common goal of delivering brilliant Customer Experience every day, right from the first call or interaction of the day.

Since 2012, Admiral Solutions Gurgaon, Haryana, India, has its sole purpose defined to help our UK-based customers and global colleagues to leverage the time zone difference. Now with almost 11 years of experience, from 16 to ~2500 employees working with our different departments, we provide contact center support to our end customers. We have high standards of engagement, culture and people practices, and this is testimony to the plethora of recognition we have earned in the last couple of years. Here is the list of the latest ones:

Great Place to Work certified for consecutive 9 years
Ranked 95th in India’s Top Large IT/ITES Companies 2024-25
India’s Top 50 Best Workplace for Women
Top 50 Companies in the IT/BPM in Large Size Organizations
India's Best Workplaces Building a Culture of Innovation by All

Why Work with Us?

As part of our commitment to be an open, supportive, and inclusive workplace, we foster a healthy work- life balance. This makes our staff thrive in an environment which helps them grow professionally and personally. We have DEIB Council (Diversity Equality Inclusiveness & Belonging) which helps our staff to showcase and hone their alternative talents with likeminded peers. It also allows them the opportunity to improve their leadership and collaboration skills. Have a look at some of the employee benefits we provide:

Free Meals (while working from office)
Free Cab Services with App enabled booking & tracking.
Free Medical, Accident and Life Insurance
Annual £750 equivalent Company Shares to every staff member
Opportunity to earn performance-based monthly variable amounts, and additional pay-outs occasionally (subject to discretion of the department)
Opportunity to enrol in learning & development courses.
Opportunity to be nominated to travel to our global offices.
Opportunity to grow within the organization.

Working Considerations

Minimum Education: 10+2
Experience: Minimum of 1 year of experience in a customer service voice role (International) such as UK, US or Australian customers.   
Shift Timings: 6:30 AM IST - 2:30 AM IST
Working Days: 5 days working in the week
Salary: CTC INR 4,25,000
DOJ: 07-09-2026

Location: Flexibility to work both from home and the office based on business requirements within Admiral's serviceable area.

WFH (Work from Home) – need assurance of a noise free quite/separate room providing an ability to work without interference, continuity and maintaining complete data integrity. There is a need for an existing stable Wi-Fi connection from a reliable telecom vendor having a minimum speed of 75mbps and uninterrupted power supply.
WFO (Work from Office) - we do ensure that we take adequate safety precautions and remain compliant with government prescribed rules and regulations.

Summary of the role

In the role, you’ll be taking inbound calls from our customers every day, focusing on delivering exceptional service and achieving the best possible outcomes for each individual. Don’t worry if you’re not experienced in insurance – we’ll provide you with all the training and tools you need to build your confidence and succeed.

As an Advisor, you’re the first point of contact for our customers, so creating a strong and positive first impression is essential. You’ll be responsible for understanding each customer’s needs, clearly explaining policy information, and guiding them through their journey with care and professionalism. This is important work, and we don’t entrust it to just anyone. Demonstrating resilience, empathy, and a proactive approach is crucial, as is the ability to thrive in a fast-paced environment.

Ingredients to Success:   

Adopt a Customer-Centric Mindset – Focus on doing the right thing for every customer and achieving fair, positive outcomes.
Deliver Outstanding Customer Service – Treat customers fairly, with professionalism, care, and a commitment to high-quality service.
Value – Based on demands and needs of our customers, you will be expected to offer different products & services available and generate value for everyone (Customers, Staffs & Business)
Communicate Clearly and Effectively – Strong written and verbal communication is key to understanding customer needs and providing clear, helpful information.
Collaborate with the Team – Work closely with colleagues, sharing insights and supporting improvements to both customer and colleague experiences.
Exhibit Self-Motivation – Take ownership of your work, showing initiative and drive even when working independently.
Embrace Learning Opportunities – We’ll provide training, feedback, and support to help you continuously develop.
Demonstrate Resilience – Confidently handle challenging situations, including complex queries or frustrated customers.
Manage Your Time Effectively – Stay organised and use your time efficiently to balance customer needs and workload.
Practice Active Listening – Fully understand customer concerns to ensure the right outcome is achieved.
Maintain a Positive Attitude – Bring energy and enthusiasm to every interaction, even in challenging moments.
Be Comfortable with Technology and Multitasking – Use multiple systems confidently to support the customer journey.

Requirements:

Flexible to work in shifts, including weekends and holidays. 
Excellent verbal and written communication skills. 
Strong problem-solving skills and attention to detail. 
Ability to work independently and as part of a team. 
Possess technical abilities to navigate through customer Service tools.  

Additional Requirement: We believe everyone has the potential to Grow & Progress with the right environment and support. Our team is committed to helping you develop the skills and confidence to excel. Whether you’re starting a new career or looking to build on existing experience, this is a great opportunity to make a real difference for our customers. 

Admiral’s Consumer Duty Principles: 

Understanding: All customer communication is easy to understand – no jargon. 
Ease: Whatever channel a customer chooses, we make it simple - all tasks are equally important and finding and completing them can be done with minimum fuss – no hassle!
Fairness: Our prices are fair and all our products are designed based on thorough research and testing to ensure they meet customer needs and expectations - no surprises! 

Preferences:

Someone with an experience of Genesys telephony system.   
Have worked with Insurance industry/process in past.  

This role is not just about assisting customers, it's about building a connection with each customer and being the embodiment of our brand's commitment to service. If you're ready to take on this challenge and grow with us, we look forward to your application. 

Contact Us

Admiral Solutions (EUI Limited), 4th, 5th and 6th Floor, Building 6 B, Gurgaon Infospace IT/ITES SEZ, Candor Techspace, Dundahera, Sector 21, Gurgaon, Haryana - 122016, India

Admiral Solutions is an equal opportunities employer and makes employment decisions without any bias to race, colour, religion, sex, sexual orientation, gender identity, and disability. All candidates applying are subject to successful completion to background verification checks.

To know more about us, feel free to visit the websites below for more information.

www.admiralgroup.co.uk
www.admiralsolutions.in
www.admiral.com