Customer Services Advisor

My Client, a well-known Law Firm, is looking for Customer Service Advisors to join their family feel team.

Duties:

• The role is purely phone-based, so they are looking for people who are natural communicators, with a warm and friendly manner that enables them to build relationships easily and quickly.
• Responding to a consistently high volume of incoming enquiries that will be processed over the phone.
• Processing those enquiries in accordance with our excellent service standard, values, procedures and guidelines.
• Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors.
• Building effective relationships with clients by having a natural and genuine yet professional conversation with them.
• Building empathy and aligning with clients by asking relevant questions, the appropriate use of language and the avoidance of legal jargon.
• Enhancing the customer experience by providing a personal non-scripted and helpful service.
• Tailoring each call to the client's needs, understanding no two calls are the same and making the process as easy and stress-free as possible.
• Learning the relevant knowledge of the law and processes to be able to communicate this to clients in a calm, clear and concise way.
• Being able to listen carefully and communicate clearly whilst simultaneously accurately recording information onto our computer system.
• Confidently responding to any questions or concerns a client has in a calming and reassuring way.
• Guiding clients through the process from start to finish, and finding the right legal solution for them.
• In addition to achieving set key performance targets for both the team and individually, successful applicants will ensure that all enquiries are handled in accordance with service level agreements and Financial Conduct Regulations.
• Use of computerised system to accurately record claims from being received to the transfer to solicitors.
• Selling the benefits to clients about using the service.
• Providing accurate work that requires only minimal checks.

Skills:

• Essential:
• A commitment to delivering excellent customer service
• Ability to engage with customers and colleagues
• Excellent listening and verbal communication skills
• Ability to remain calm and objective under pressure
• Ability to build rapport and empathise with clients
• Be self-motivated, confident and proactive
• Ability to work collaboratively with others
• Ability to organise and prioritise work
• Ability to manage time effectively
• Display an attention to detail to be able to carefully and quickly analyse information
• Be professional and friendly at all times
• Ability to talk on the phone whilst simultaneously recording information on a case management system
• Ability to solve problems and use own initiative
• Desirable:
• Excellent typing skills

Qualifications:

• Essential:
• Minimum of 5 GCSE's (A to C Grade) which should include Mathematics and English

Professional Experience:

• Desirable:
• Experience of assessing or handling personal injury claims within a claims management/legal services environment
• Experience of working in a target-driven and client-focused environment

Benefits:

• Competitive starting salary
• Private healthcare will help you with the cost of visiting your dentist, optician, physiotherapist and other wellbeing costs.
• Access to interest free travel loans - our interest free loans will help you spread the cost of travel over 12 monthly payments
• Pension scheme - you'll be automatically enrolled into our workplace pension scheme and will benefit from an enhanced company contribution
• Perkbox exclusive discount scheme
• Annual leave commences at 25 days plus bank holidays.
• Loyalty reward with additional leave for length of service - up to a maximum of 28 days per annum
• Birthday leave - an extra paid day off on your birthday each year
• Buying and Selling Holiday scheme
• Staff social club with regular social events through the year
• Refer a friend - we offer a cash reward for every new team member you refer who successfully starts in our business

If you are interested in this position and have customer service experience, please apply ASAP!