This job has expired

Customer Journey Specialist

First Central
Haywards Heath, West Sussex
Up to £25,000 - Depending on Experience
Closing date
12 Apr 2023

Job Details

We’re recruiting for talented and motivated individuals with a passion for continuous improvement in a customer service focused role! This is an exciting and unique opportunity to build and shape our customer experience for the future of First Central…

You will be much more than a customer service agent based from our Haywards Heath, West Sussex office by servicing and supporting our customers whilst owning and improving standard operating procedures, delivering continuous improvement and shaping our customer journey.

Are you hungry to be part of a new evolving team shaping our customer journey? Are you looking for an exciting new career that’s different with plenty of progression and opportunities to grow further! We would love to hear from you!

Here’s a taste of what you can expect working with us:

  • Generous competitive starting salary of up to £25,000 - Depending on experience
  • Home working opportunity of 3 days a week from home and 2 office days following training and passing your probation
  • Monday to Friday 9am to 5:30pm
  • Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
  • A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
  • ‘Your Time in Need’: five days’ paid leave for compassionate or emergency reasons
  • A paid day off every year for charity work
  • Fantastic training and development
  • A fun, energetic and lively working environment

Customer Journey Specialist Job Responsibilities:

  • Assisting customers with buying and servicing insurance policies
  • Engaging with customers by phone and webchat in a contact centre environment
  • Continuously feedback into the customer improvement cycle to shape best practice by providing detailed information for our customer journey
  • Engage in a variety of activities, flexing between helping our customers, new and existing projects and experiments in line with our business needs
  • Following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and reporting back to the business
  • Contributing and building knowledge, training and process documentation
  • Testing of systems, process changes and new initiatives
  • Onboarding new products and services to determine the best strategy
  • Be the voice of the customer within First Central and the gold standard for performance across all KPIs
  • Any other reasonable duties as required


Customer Journey Specialist Experience & Knowledge:


  • Previous experience of working in a customer services contact centre role or similar customer facing environment (essential)
  • Confident to identify continuous improvement gaps in our customer journey
  • Knowledge of continuous improvement processes (an advantage)
  • Able to communicate clearly to stakeholders in the business with new improvement ideas
  • Confident IT and software skills, including good Microsoft Excel and Word knowledge
  • Good communication skills, both verbal and written
  • Excellent time management and organisation skills
  • Strong problem solving skills with the ability to adopt a logical approach to resolving problems
  • Strong data and statistical analysis skills

What can we do for you?


We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid


Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.


We’re First Central, an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

Our motor insurance broker, 1ST CENTRAL, is firmly established as a top 10 supplier on UK price comparison websites and has successfully built a customer base of over half a million. It strives to make buying car insurance a more accessible and effortless experience.

We recognise that our success is entirely down to our talented people, who we know are our biggest asset, and we’re always on the lookout for talented people to join our team. In return, we can offer you a great place to work and lots of fantastic benefits.

For more information, click below:

Follow Us:

linkedin, linkedin logo, network icon facebook, facebook logo, fb, fcb icon tweet, twitter, twitter logo icon

1st Central New Office

Find Us
Gemini House, Mill Green Business Estate
Mill Green Road
Haywards Heath
West Sussex
RH16 1XQ

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert