Job Description – Customer Care Specialist 
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 9 million customers worldwide in line with our purpose to help more people to look after their future, always striving for better together.
In 2023 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 sign our checks, and then it is our front-line staff who makes it happen for us. When you join Admiral, you join ~11000 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 ~2600 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 recognitions we have earned in the last couple of years. Here is the list of the latest ones:

➢64 in the Top 100 Companies to Work,
➢Top 75 Companies for Women to Work For
➢Top 25 Companies in the IT/BPM in Mid Size
➢India's Best Workplaces Building a Culture of Innovation by All - Mid-size
➢Top 100 IT-IT/BPM companies in Large Size
➢Best workplaces in Professional Services
➢Ranked 79th in India’s Top Large IT/ITES Companies 2024-25

➢India’s Top 10 Best Workplace for Women

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 enroll in learning & development courses.
➢Opportunity to be nominated to travel to our global offices.
➢Opportunity to grow within the organization.

Flourish your skills and talents by joining the DEIB community.

Summary of the role

The role is primarily about dealing with multiple pieces of work ranging from updating customer details on policies, billing information and other rectifications required, send emails or letter to our customers to inform them about the changes, and would require auditing calls or messages for feedback and evaluations. This role requires ability to multi-task, ability to flexibly switch to different workbaskets based on requirements and strong focus on delivering the correct output every time. Fluency in reading, writing, and speaking of the English Language is a must. Should be flexible in the working hours.

Mandatory Experience

Ideally should have spent a minimum 12 Months working for an International BPO or in a Shared Service environment, having an inbound-calling experience with international customers (preferably UK calling experience and in customer service processes).

Minimum Education: 10+2

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: 06-01-2025

Location: Flexibility to work both from home and office basis business requirements (fully vaccinated)

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 50 mbps 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.

Role & its Responsibilities

Is high on integrity.
Focus to provide correct output every time.
Safeguards all customer Financial and personal details.
Ability to multitask & strong problem-solving skills.
Ability to flexibly switch to different workbaskets when required.
Able to remain active to multiple policies at once.
Ability to liaise with other departments in a professional manner.
Ability to follow instructions and perform repetitive task.
Accountability, be responsible for work given.
Should be a team player.
Keen to learn.
Willing to take feedback on board.
Good communication skills (spoken and written).

Desired Skills:

Effective communication both written and verbally, in person and virtually. The ability to demonstrate an excellent standard of punctuation and grammar.
Can work well under pressure and consistently hits or exceeds department KPIs such as quality and productivity measures.
Adaptability to change and a willingness to upskill to other areas to review, this could be new channels, products, or areas of the business.
Work well with the team and encourage sharing best practice.
Be confident in making decisions.
A pro-active approach to work, finding solutions and knowing where to look for the information.
The ability to scrutinize written/oral interactions and adopt a critical approach on every review.

Ingredients to Success

Positively contribute to team by acknowledging others’ contributions and celebrating their success
Passionate about our Brand and Customer Service
Excellent communication skills
Unlearn and learn new ways of working
Do It The Right Way, The First Time for the customer 
Mutual Respect
Accept change and feedback

Contact Us

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

E-mail: delhirecruitment@admiralgroup.co.uk or documents@admiralgroup.co.uk

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 below websites for more information.
www. admiralgroup.co.uk
www. www.admiralsolutions.in
www.admiral.com