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Breaking Down Our Contact Centre Recruitment Process

Our Contact Centres are the frontline of Admiral and the beating heart of our business. Much of our success as a company depends on the day-to-day interactions that take place with customers over the phone and we wouldn’t be where we are today – the UK’s largest motor insurance provider – without our contact centres. They are one of the most vital parts of our business.

That is why it is crucial that we take Contact Centre Recruitment seriously. We rely on our contact centre staff to retain customers, provide outstanding service, and ultimately grow the business. Securing a Contact Centre role can be competitive, so we’ve put together some hints and tips to help you demonstrate your full potential throughout the process, and give you the best possible chance of success…


Application Form
The key with your application form is not to rush it. It’s one page long, so we’re not looking for an essay, but we do want to see that a potential job at Admiral is valuable enough to you that you take some time over it. Make sure you’ve answered the questions correctly, and that the information you have provided is accurate. Your answers don’t need to be lengthy, but they do need to be honest. That said, don’t feel you need to hold back from giving us details! Find the balance of helping us to understand you and your skills without writing paragraphs for the sake of it. Make sure you have read it through and checked for spelling and grammatical errors.

The best application forms move beyond simply describing what you get up to day-to-day and also include and focus on personal qualities. For example, “serving customers in a polite and kind manner with a smile on my face”, gives us much more information about you than “serving customers at the till.” Ultimately, you don’t need lots of experience for a Contact Centre role with us as we provide plenty of training, but we do want to see that you can empathise and listen to a customer, and that you are motivated to solve their problems and connect with them over the phone.

TOP TIP: Copy and paste your application into Word to do a spellcheck.

Telephone Interview
The telephone interview is a crucial part of the Recruitment Process, as it gives us a real sense of your phone manner, a key factor in your ability to engage with customers and provide great service. Not only that, the telephone interview allows us to see that you can be professional in your home environment, particularly now, when the line between home and office are blurred as we work from home.  Make sure that you are ready for the call. Find a quiet place with no distractions and good signal so your call isn’t interrupted, where you can focus on the questions and give your best answers.

You will probably be a bit nervous during the interview but try not to that stop your personality from shining through. We need people in our Contact Centres who are polite, chatty, kind, and resilient, so make sure you get that across in your answers, but also during more general conversation with your interviewer. You could make some notes about Admiral, the role you have applied for, and some examples of what you do well in your current role, so you can refer to them during the interview if your mind draws a blank.

Be professional at all times. Whilst we would encourage you to build rapport with your interviewer, make sure your jokes don’t go over the line and your language is appropriate. Try to relax, maybe even enjoy the chance to chat to someone new over the phone!

TOP TIP: Print out the job advert, take some notes, and keep them in front of you during the call.

Meet and Greet
Not all of our departments are running Meet and Greets at the moment, so you may not get a chance to take part in one. Pre-Covid, Meet and Greets were a chance for you to come into the office, get a feel for the place through meeting our current employees as well as learning more about the role you had applied for through a presentation and listening to calls. Whilst we can’t invite you to the office, we are running some Meet and Greets over Zoom and you’ll still get a chance to learn about the role and meet the team!

If you are invited to a Zoom Meet and Greet, there are a few things to be conscious of. Make sure you have downloaded Zoom prior to the meeting, and that you know how it works. We would expect you to have your camera on, so make sure you are dressed appropriately, and you’re in a quiet, private space where you won’t be disturbed. It would be great if you could put yourself on mute from the start of the call, to avoid any unwanted background noise that could disrupt the meeting and distract other candidates. 

This is your chance to impress us and make a good impression before your interview, and another opportunity to learn more about the role.  You will meet a department Team Manager, as well as someone who is currently doing the job.

TOP TIP: Make a note of any questions you have as there will be an opportunity to ask these at the end.

Face-to-Face Interview
The last stage of our recruitment process involves an online meeting with two members of staff – someone from the department you’ve applied to and a Recruitment Officer. Even though it is virtual, it’s still an interview so make sure you are smart and presentable. Try and find a place where you can be sat upright, with your phone or laptop leaning on something so you don’t have to hold it - a lot of movement can be distracting for you and the interviewers. Make sure you’ve done enough research to demonstrate you understand the role, as well as a bit more about Admiral as a whole, as it shows your commitment to a potential job with us.  Your preparation for the previous stages, along with what you’ve learned on your telephone interview and Meet and Greet will be a great help here.

This is your last chance to make a positive impression, so try to maintain an approachable and professional manner, but don’t be afraid to be yourself as well – we want to get to know YOU. Don’t worry about talking too much – this is your interview after all, and your interviewers will let you know if you’re low on time. Try and fill your answers with as many examples as you can, as we want to see evidence that you can demonstrate the empathy, kindness and resilience you’ll need in a Contact Centre role.

TOP TIP: Don’t be afraid to take some time to answer the question – processing it properly will ensure you give a better answer than jumping in when you’re not sure.


Take this advice on board and we’re sure you’ll be successful in your application, but don’t forget, sometimes these things don’t go to plan.  Don’t let that deter you. Call us – we’d be happy to share our feedback with you to put you in better stead for future applications whether that’s with us or another company (hopefully us!).

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Admiral Life

How to: Answer frequently asked interview questions.

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13/11/2020

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"Tell us about yourself." Explain your previous roles, education, hobbies and interests and don’t forget to expand.  We want to know what these experiences have taught you. Elaborate on how you can use what you’ve learnt in the working environment. Be mindful not to overshare and keep it professional. "What are your weaknesses?"Pick a weakness relevant to the role you have applied for. Make sure to explain what you have done / are doing to improve in this area. Some people think picking a strength and spinning it to seem like a weakness will come across better, but it doesn’t feel honest and can insinuate you are not self-aware. It’s ok to be honest – none of us are the finished article. "What are your strengths?"Pick strengths that are relevant to the role and provide examples to support your answer.  Read the job advert beforehand and familiarise yourself with essential and desirable skills – this will help to ensure you’re showcasing the skills the recruiter is looking for. "What do you consider to be your greatest achievement?"If the interviewers don’t specifically ask for a ‘professional’ example, it’s OK to draw from personal experience, however, you should always make sure you’re able to relate it back to the role you are applying for.  The main thing to cover is why you are proud of this achievement, what it taught you and how it has prepared you for this role.  "Why do you want this job?"Show off your knowledge! The interviewer will want to know you’ve researched this role and the company.  You should know a fair bit about the role you’ve applied for – read the job advert, visit the career site and follow the company pages on social media platforms.  Explain what attracted you to this position.  You may wish to talk about the company benefits, the working environment, the opportunities and why you think you’ll be successful. "Where do you see yourself in five years?"Be honest and be realistic. If you want to progress that’s great, but suggesting you want to be the CEO within a few years might be unrealistic.  Think about the opportunities available to you in this role, not only will this show you’ve done your research, but it will also show that you are willing to work hard and are keen to progress.  If progression is not for you, that’s also fine.  You should explain how you plan to continue to do a great job and all the skills you have that will enable you to this. "Why do you want to leave your current job?"Be honest and be professional.  Be diplomatic in your answer and don’t forget you’re in an interview.  You may want to use this question as an opportunity to talk about the new role and why you are excited about the prospect of joining this company. "Why should we hire you?"This is your chance to set yourself apart from other applicants.   It’s tough to compare yourself to strangers but use this opportunity to talk about your strong work ethic, relevant skills and passion for the role.  Expand upon your answer and provide examples – this is usually one of the last questions in an interview and you don’t want to miss out on this last chance to impress the interviewers. "Do you have any questions?"Lots of people think they must ask a question at the end of an interview, but if the interviewers have been comprehensive in their explanation, then you might not have questions.  This is fine - don’t feel like you must think of something, but equally, make the most of this opportunity to discuss anything you’re unsure about. Here’s some of the questions we regularly get asked at the end of an interview:What do you like most about working for *insert company name here*?Would you like me to expand upon any of my answers or examples?Are there opportunities for training and development in this role/department?What would you say are the most challenging aspects of this role?What are the next steps of the process?

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Kyle Meacock

Kyle Meacock

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Kyle Meacock

What you need to know about the Admiral Cycle to Work scheme

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05/08/2020

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Cycling is a great way to travel to and from work. It's quick, easy, convenient, great for the environment and great for you! Our Cycle to Work scheme is a tax-efficient employee benefit allowing our employees to make healthier and more environmentally friendly lifestyle choices.Since the start of the lockdown we have seen a huge surge of orders to our Cycle to Work scheme! Bike stores and online businesses were amongst only a handful of businesses advised to stay open so the public could avoid public transport for the daily commute. At the same time, outdoor exercise was encouraged and therefore the idea of getting on a bike became increasingly appealing.Our scheme allows employees to purchase a bike without a huge upfront payment and spread the cost over manageable payments. Through our provider we can also offer a discount from the retail price of most bicycles and safety equipment with an 18 month warranty.Gareth Jones cycles daily from Barry Island to our office in the centre of Cardiff and said: "The Cycle to Work scheme has enabled me to get a very good bike at a huge discount and this has now opened up a new sport for me. I try and cycle every Sunday with a group either from work or with a group outside work."With a young family your time is limited for your own activities and hobbies, so keeping fit can sometimes take a back seat. By cycling to work you are keeping fit in a time you would have either been sitting in a car or on a train. Not only has my fitness improved but I also have a bit more in my wallet each month. Gareth Jones "Since cycling to work I am lot more conscious of what I eat and drink whilst in work as I know I will have to cycle home so I am a lot healthier but, as my colleagues might tell you, I still enjoy a biscuit or two." Steve Wright also uses the Cycle to Work scheme and cycles a number of routes ranging from eight miles to 12 miles from his home in Caerphilly to our office in Cardiff.Steve said: "I decided to take up the Cycle to Work scheme for a number of reasons. These were to get fit, finding time to keep fit with two young children is pretty hard and of course, to save money."Using the train twice a week was costing me in excess of £70 a month. Using the Cycle to Work scheme to obtain a bicycle to use was a massive benefit to allow me to have a reliable and affordable bike without the outlay at the start."Schemes like this are one of the reasons why our employees love working here.               

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Samantha Bevan

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Samantha Bevan

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Samantha Bevan