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Contact Centre

Breaking Down Our Contact Centre Recruitment Process

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Contact Centre

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Blog

** DEFAULT postresults.publishdate - en-GB **

05/03/2021

Summary

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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Nicola Draper-Walters

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Nicola Draper-Walters

Nicola Draper-Walters

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Nicola Draper-Walters

What Admiral looks for in a successful candidate

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Contact Centre

Content Type

Blog

** DEFAULT postresults.publishdate - en-GB **

24/06/2020

Summary

There is no one type of Admiral employee and we’re always looking for people who can bring new experiences and perspectives to our teams. If you’re looking for an employer who values ambition, eagerness, inquisitiveness and a desire to learn, then a role at Admiral may be what you’re looking for. To apply, and be successful in a contact centre role at Admiral no previous experience in insurance or call centres is required. We consider the potential of the candidate, their eagerness to work here, their ambition and enthusiasm, over any previous experience in a similar role.You also don’t need any specific qualifications to join the contact centre teams at Admiral. If you are self-motivated, polite, friendly, responsible and hard-working then you already have the core skills and attributes that we value in our team. We provide training for all other skills you’ll need to be successful in your role.It’s just as important that you like us as we like you, so as part of the recruitment process you’ll get the opportunity to come in the office, where we’ll tell you a bit more about the company, you can sit in with the department you are applying to join and get the opportunity to ask any questions you have. When you attend one of our ‘meet and greets’ you’ll notice that we have a unique culture which we want staff to enjoy and believe in and who be great ambassadors for the business. If you believe in what you’re doing and you’re happy in your role, you will provide the best possible service to our customers, which is our philosophy, ‘people who like what they do, do it better.If this all sounds great to you and you want to stand out amongst the crowd at application stage focus on your application, this is the first piece of information we’ll see about you so take the opportunity to go into as much detail as you can, drawing from any relevant experiences as much as possible. This is also your chance to show off the research you’ve completed on the role and the company. Candidates who have completed thorough research tend to sell themselves very well. And always use spell check!If you’re successful at the application stage make sure you prepare for the telephone interview and face-to-face interview by having a thorough read through your job description and have a good understanding of what the department you are applying to is looking for.  This information can normally be found in the job description, which can be found on our website – try looking at the relevant department section, under ‘Working Here’. Also take a look at ‘Inside Admiral’ to get a better understanding of our culture and what it’s like to work here.You have a short window of opportunity to impress at the face-to-face interview and to allow the interviewers to gain good insight into your personality; be happy, inquisitive, always show your enthusiasm and willingness to learn, that will really impress the interviewers. And don’t forget to smile!Finally, how can the candidate be successful in the role – any top tips?Beyond the interview, if you are keen to build your career at Admiral, you’ll need to display a tremendous work ethic, with key qualities such asPunctualityInquisitivenessSuccessful at hitting targetsAmbitiousFriendlyTeam playerTo summariseStand out at application stage by having a detailed and error-free application.Stand out at telephone and face-to-face interview stage by showing that you’ve completed your research on the role and company – have a good understanding of both, and again expand on your answers as much as possible, drawing on any relevant experiences from college, university or a previous or current job.In the face-to-face interview, relax, be yourself and smile.Don’t forget, if you have any questions, please feel free to contact us on 0800 118 1619 or workwithus@admiralgroup.co.uk

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Kyle Meacock

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Kyle Meacock

Kyle Meacock

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Kyle Meacock

Admiral perks

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Contact Centre

Content Type

Blog

** DEFAULT postresults.publishdate - en-GB **

24/06/2020

Summary

When it comes to staff benefits and perks we have everything you’d expect from a large FTSE 100 company, like a contributory pension scheme, free shares, dental care and so on.  Our commitment to providing staff with the services and support they need to ensure that they are happy and healthy in their working lives ensures we are offering more than the basics. We hope this has contributed to the fact that we’ve made the Sunday Times Best Companies to work for list for the 17th year in a row.In this article, we will explore some of our most popular staff benefits…1. Free staff sharesAll staff who work for the Admiral Group receive up to £3,600 worth of company shares every year after the first year of service. Staff can sell these shares when they reach 3 years old, and at year 5, they are tax free, so its worth holding off if you can!Many staff have used their shares to buy holidays, their first house, cars etc. No wonder its one of our most popular benefits!2. Staff and family discountsA 15% discount is available off our car and pet insurance policies, as well as 10% off travel and home insurance for the following: employee, spouse, partner, children, parents, brothers and sisters. As well as discounts on our insurance products, we offer a staff breakdown scheme. On top of these discounts, a favourable APR rate off our loans from Admiral Loans is also available.3. Moving home advanceIf you’re looking to buy your first home but don’t have quite enough to get the deposit you need or to cover the legal fees, or if you’re looking to move into a rented property but need help to cover bonds and moving costs, then you can receive an interest-free advance of up to £2,000 from the company.4. Buy a book schemeYou can purchase books that will help you develop in your role at Admiral Group and the company will pay for them through David’s Buy a Book Scheme.5. Tickets to sponsored eventsOne of the benefits of working for Admiral is access to tickets to events that Admiral sponsors. In the past this has included tickets to, Wales rugby home international matches, pantomimes, shows at the Wales Millennium Centre, Techniquest Afterhours, weekly ticket giveaways to Chapter Arts Centre and much more.6. Discounts in local shops/businessesWe have secured staff discounts, ranging from 5%-25% with many local and national retailers such as; Oakwood Theme Park, Thomas Cook, Cardiff Nutrition, Wahaca, Papa Johns, Tim Hortons, Wok 2 Walk, O2, Pure Gym, The Body Shop and many more!7. Contributory pension schemeYou can start paying into the company pension scheme as soon as you start working for the Admiral Group and we will contribute to your pension up to 6% of your basic gross salary or a total of £9,000 p.a., whichever is lower.

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Alexandra  Dobbie

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Alexandra Dobbie

Alexandra  Dobbie

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Alexandra Dobbie

Culture at Admiral – One dream, one team

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Contact Centre

Content Type

Blog

** DEFAULT postresults.publishdate - en-GB **

24/06/2020

Summary

Admiral’s four pillars help define our unique workplace culture and have been the basis for some of our greatest achievements, including being on the Sunday Times Best Companies to work for list for the 18th year in a row. Communication - our first pillar is centred on ensuring that everyone in the company feels involved; everyone knows what’s going on and feels part of a collective endeavour. It’s just as important that communication goes both ways, with people feeling that they can approach any level of management with an openness and willingness to share problems.Equality - we ensure that there are no obvious signs of separation with managers sat amongst their teams on the floors so that everyone is made to feel equal . One of the other ways that we ensure there is equality is by awarding up to £3,600 of shares every year to everyone, at every level in every part of our business.Reward & Recognition – staff are rewarded in terms of incentives, bonuses and in the form of shares. Of course, there is more to rewards than money. It is extremely important to us that we praise people when they do a good job – we give constant feedback and say thank you for doing a good job day in day out.Fun – Our philosophy is that ‘if people like what they do, they do it better’ - staff are encouraged whenever and wherever possible to have fun and spend time with colleagues – this makes life more enjoyable and helps get to know each other better with team away days, afternoons out, Christmas and summer parties and regular competitions and ways to get involved as part of our ‘Ministry of Fun’ offer ways to do this.How does the culture differ to other companies?Unlike many other companies, Admiral has an informal working environment where staff are trusted and have autonomy within their roles. Through Admiral’s flat hierarchy, decisions are made collaboratively and quickly to respond to change and these changes are implemented almost immediately, whereas, in many corporate companies, decisions are made at the top and can take a long time to implement. Management here are flexible, approachable and are there to help you flourish and develop in your role with a good work / life balance encouraged. We spoke to Amiee from People Services - ‘‘My manager approached me and asked if I was finishing early on the day that my daughter was starting high school – it was the thoughtfulness of it all that makes it such a nice place to work here.‘‘They go out of their way to make you feel appreciated and that you’re useful. When I first started I was introduced to the Head of People Services on one of my first days and I had no idea that he was such senior management – you don’t get a sense of the ‘big shots’ here, everyone is down to earth and very approachable. I work with such lovely people and I love that I have job security here’’.We have everything you’d expect from a large FTSE 100 company, like a contributory pension scheme, free shares and dental care, amongst others. However, our commitment to providing staff with the services and support they need to ensure that they are happy and healthy in their working lives ensures we are offering more than the basics.Admiral’s laid back atmosphere means that staff can wear what they feel most comfortable in to work – be it jeans or joggers.There are also endless opportunities to advance your career with regular internal job postings, support and training. By investing in our people and maintaining a supportive workplace, we can assist our staff in achieving their career goals and personal aspirations.Follow us on Facebook for a peek inside Admiral!

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Kyle Meacock

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Kyle Meacock

Kyle Meacock

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Kyle Meacock

Meeting our Army Reserve employees - Daryl

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Contact Centre

Content Type

Blog

** DEFAULT postresults.publishdate - en-GB **

16/01/2020

Summary

Daryl chats to us about juggling his career and being in the Royal Monmouthshire Royal Engineers Militia We were extremely proud to publicise our promise of support to all those who serve, by signing the Army Covenant back in July last year. We recognise that our Army Reservists are a crucial part of the Defence family, and by implementing protective and flexible workplace policies, we’re able to empower our employees to make a real difference to their personal and professional development.We caught up with Daryl to hear his story…What is your Admiral background?‘’I’ve worked for Admiral for ten and a half years; I began in Claims taking customer calls and joined Claims Audit four years ago and have been there ever since.’’Why did you join the Army Reservists and what Regiment are you part of?“Joining the Army had always been at the back of my mind and it came to a moment in time where it was now or never. My fitness levels weren’t great, so I focused on my training, lost a load of weight and signed up!I’d joined for a little extra challenge in my life, to do something different and to push myself out of my comfort zone. The opportunity presented itself and I grabbed it.I didn’t want to leave Admiral and go into the Army full time but I was craving a new challenge. It’s great that I’m able to enjoy my job here, whilst thriving in a new environment as an Army Reservist.I’m in the Royal Monmouthshire Royal Engineers Militia and have been for the past year now.”How are you finding balancing your two roles as well as family life?“A Royal Engineer is one of the most diverse roles offered in the Army; it’s not just soldiering, but also Combat Engineering – essentially, you have to have a broad spectrum of skills, from front-line Soldier to construction and logistics. The training has been intense; a lot of it you do at the start when joining, but as there is so much, the training carries on as your career progresses.The Claims department has been really good with flexible working; I’m able to finish work earlier at times to get to the Regiment and development courses on time – my managers have been incredibly supportive and have given me all the time I’ve needed.I needed five weeks off this year for training which was all signed off by the Admiral management team. The training then changed due to unforeseen circumstances, but work was so flexible, I took a mixture of paid holiday and unpaid leave for this (I’m still paid by the Army during such training).The flexible working at Admiral is important to me; I know how lucky I am to get this support from my employer.  I’m doing a good job of balancing my job at Admiral, the Reserves and my family life.”Do you find that your Army career has complimented your role here at Admiral?“The training has been fantastic in the Army, it teaches you about responsibility, drive, how to take control of situations, as well as confidence building.The training opportunities are endless, from leadership courses to learning how to work as a team – the training is second to none and continuous.These are all transferable skills that I bring to my role here at Admiral, so ultimately, my Reservist career benefits both parties!”

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Laura  Pengilly

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Laura Pengilly

Laura  Pengilly

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Laura Pengilly

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