Job Description – Customer Care Specialist Customer Value
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 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 ~2700 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 79th in India’s Top Large IT/ITES Companies 2024-25
• India’s Top 10 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: 01-07-2025

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 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

As a Customer Care Specialist, you will be the frontline of our operations, ensuring every contact is handled with a smile and a commitment to resolving their queries. Your goal is to provide delightful customer experience that exceeds expectations and fosters customer satisfaction.  

Role and Its Responsibilities

Key Responsibilities:

• Take ownership of customer queries, aiming for First Call/Contact Resolution (FCR). 
• Manage contacts (depending on the line of business- both voice or non-voice) while adhering to quality and compliance guidelines. 
• Display ownership and accountability with in-depth knowledge of systems and processes. 
• Utilize quick thinking to address a variety of customer queries. 
• Learn and get cross-skilled on various insurance products such as new contacts, Retention, Mid-term servicing for voice channels.
• Engage in Customer Service, Retention up-selling or cross-selling products, treating all customers fairly.

Ingredients to Success:   

• Contribute positively to the team, recognizing and celebrating the success of others. 
• Exhibit passion for our brand and customer service. 
• Demonstrate excellent communication skills. 
• Embrace new ways of working, unlearning and relearning as necessary. 
• Commit to doing it right the first time for the customer. 
• Foster an environment of mutual respect. 
• Be open to change and receptive to feedback.

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: As a Customer Care Specialist, you will play a crucial role in ensuring that our customers receive exceptional service and support. You will be responsible for handling customer inquiries, resolving issues, and providing information about our products and services. Your goal is to enhance customer satisfaction and loyalty by delivering a positive and seamless customer experience. 

The Consumer Duty applies across our business to high-level strategic planning, budget allocation, individual customer interactions, product and service development, sales and servicing, distribution, support, risk and control functions, remuneration, and incentives. We all need to put customers’ interests at the heart of our activities and decision-making. The spirit of the Consumer Duty is reflected in our Group purpose to “Help more people to look after their future. Always striving for better together.” 

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. www.admiralsolutions.in
• www.admiral.com