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Customer Experience Specialist

Location Birkenhead, United Kingdom Job type Full-Time Work mode Hybrid Job level Professional Job ID 12037 Company HSB Employment type Regular Area of expertise Client & Customer Management
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Role Profile 

About us

HSB (UK and Ireland), is a leading specialist provider of engineering, technology and structural warranty insurance solutions, plant and equipment inspection services, and engineering-based risk management activities in the UK and Ireland.

HSB (UK and Ireland) consists of the parent company HSB Engineering Insurance Limited (HSBEIL) together with its two UK subsidiaries, HSB Engineering Inspection Services Limited (HSBEISL); and a regulated MGA, MD Insurance Services Limited (MDIS), which trades as Premier Guarantee or LABC Warranty. 

Collectively HSB is the UK and Ireland’s only group of companies solely focused on providing specialist engineering and technology insurance solutions and risk focused inspection services and assessments to its customers. 

Job title

Customer Experience Specialist

Location 

Birkenhead

Division

Customer Services Unit (CSU)

Reporting to

Customer Experience Manager

Job Purpose (Advert wording)

As a Customer Experience Specialist, you’ll learn how to support customers throughout their project journey. You’ll gain handson experience in customer service, including answering queries, providing updates, and ensuring a smooth process from start to finish. This role consists of practical training, supported by mentoring and a friendly team. We value curiosity and adaptability, so you’ll be encouraged to ask questions, embrace new challenges, and grow your skills while working within industry regulations.

Key Responsibilities:

  • Learn how to manage customer accounts and support their journey.

  • Assist with customer queries and provide updates by phone and email.

  • Make welcome calls and follow-up calls to help customers feel supported.

  • Work with different teams (sales, surveying, technical) to understand how we deliver great service.

  • Learn to use internal systems to update customer information accurately.

  • Support customers with using online tools and answer related questions.

  • Help review files and documentation to ensure everything is complete.

  • Take ownership of tasks and complete with guidance from your manager.

  • Contribute to team goals and learn how performance targets are achieved.

  • Show collaboration by working closely with colleagues and sharing ideas.

  • Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.

  • Commit to staying within the Customer Services team for the duration of your apprenticeship.

Skills & Experience 

  • A positive attitude and willingness to learn 

  • Previous Customer Service Experience is desirable 

  • Good communication skills and an interest in helping customers.

  • Basic computer skills (Word, Excel, Outlook) or willingness to learn.

  • Ability to stay organised and manage time effectively.

  • Curiosity to learn and courage to try new approaches.

Qualifications and Educational Requirements:

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Your Benefits

With us, you get more than just an exciting job. Enjoy a wide range of employee benefits tailored to your wellbeing and development. Please note that regional differences may apply.

Competitive Salary

We provide fair and competitive compensation that reflects your performance and commitment.

Company performance-based Incentives

In addition to your salary, our variable compensation approach allows you to share in Munich Re's success.

Recognition and Special Rewards

We recognise outstanding individual contributions through a variety of targeted rewards and incentives.

Retirement Planning

We support your long-term financial wellbeing with retirement solutions aligned with local regulations.

Inclusive Workplace Culture

We foster a respectful, inclusive, and values-driven environment.

Learning & Development

We offer tailored learning opportunities with a strong focus on core skills and business-critical knowledge.

Work-Life-Balance

Supporting your ability to balance family, leisure, and your career.

Health & Wellbeing

We support your physical and mental health through a range of programs and activities in each location.

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