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- Tasks: Be the first point of contact for customers and convert queries into clients.
- Company: Join DLG, a dynamic legal services team focused on customer care.
- Benefits: Enjoy a hybrid work model, generous holidays, and great employee discounts.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Passion for customer service and excellent communication skills required.
- Other info: Fast-paced environment with comprehensive training and career growth opportunities.
The predicted salary is between 28800 - 43200 £ per year.
About Us
DLG is evolving. Across every facet of our business, our teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you’re already part of the team or thinking about joining us, you’ll be working in a place where empathy meets expertise. Within our own dedicated law firm, our diversely experienced team support and guide customers through life’s toughest moments. It’s a fast-paced and collaborative working environment, but our comprehensive training and tools will help ensure you’re ready for the challenge. You can find more details about DLG Legal Services on our website.
Role
We are now hiring for a Client Liaison Advisor to join our Bromley based Legal Services team on a permanent full-time basis. This role has a hybrid working style where you will be based in the office 2 days a week, and 3 days a week working from home. This is an entry level role, full training will be provided in the office.
What You Will Be Doing
You will act as the first point of contact for all customer related queries prior to the client being allocated to a Fee Earner. You will convert potential clients into customers and capture passenger details for additional conversions. You will ensure that all dealings and interactions reflect the professional and customer focused nature of our business. Other duties include:
- Initial contact with the client referral
- Converting client and passenger referral into a customer
- Providing clear and accurate information in a user friendly manner
- Completing telephone Q&A with client
- Proactively handling the client’s expectations
- Using clear and plain explanations and terms, with a friendly, empathetic and reassuring attitude
- Active listening and communication style
- Highly professional manner
- Reflect the brand image and customer focused ethos
- Instructing the treatment provider
- Achieving KPI targets
What We Are Looking For
The nature of this role is fast paced – you need to be able to handle the pressure well. Other skills are:
- Excellent telephone manner and a passion for customer service
- Experience of working in a sales call centre environment is preferable
- Ability to work as a member of a team
- Excellent attention to detail
- Must be able to use own initiative and prioritise
- Flexibility in work content
Location & Working Arrangements
Location: Bromley BR1 1DP
Working hours: 35 hours a week (Monday–Friday)
Contract: Permanent
Home Working: Hybrid model (2 days in the office per week)
Benefits
We recognise we wouldn’t be where we are today without our colleagues, which is why we offer excellent benefits designed to suit your lifestyle:
- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free Green Flag breakdown cover
- Additional optional Health and Dental insurance
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way
- Generous holidays
- Buy as you earn share scheme
- Employee discounts and cashback
- Plus, many more
Ways of Working
Our hybrid model offers a \’best of both worlds\’ approach. When you’ll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office. We want everyone to get the most out of their time at DLG, offering real choice, flexibility, and a greater work-life balance that recognises who you are and the life you live.
Be Yourself
Direct Line Group is an equal opportunity employer. We value diversity of background and thinking as a strength and are committed to making our business an inclusive place to work where everyone can be themselves and succeed in their careers. If you need adjustments to our recruitment process, please speak to the recruitment team who will support you.
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Client Liaison Advisor employer: Direct Line
Contact Detail:
Direct Line Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Liaison Advisor
✨Tip Number 1
Get to know the company! Before your interview, spend some time on DLG's website. Familiarise yourself with their values and services so you can show how you fit into their customer-focused ethos.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of telephone communication, try doing mock calls with friends or family. Focus on being friendly, clear, and empathetic – just like you would with a client.
✨Tip Number 3
Show off your teamwork spirit! During interviews, share examples of how you've worked well in a team before. DLG values collaboration, so let them know you're ready to jump in and support your colleagues.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reflect your professional manner!
We think you need these skills to ace Client Liaison Advisor
Some tips for your application 🫡
Show Your Customer Service Passion: When you're writing your application, let your enthusiasm for customer service shine through. We want to see how you can connect with clients and handle their queries with empathy and professionalism.
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. Highlight any relevant experience in a sales or call centre environment, as it’ll show us you’re ready for the fast-paced nature of the role.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, so we can easily see how you fit into our team and understand your qualifications without any confusion.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Direct Line
✨Know the Company Inside Out
Before your interview, take some time to research DLG and its values. Understand how they put customers at the heart of everything they do. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Service Skills
As a Client Liaison Advisor, you'll need to demonstrate excellent communication and empathy. Prepare examples from your past experiences where you've successfully handled customer queries or resolved issues. This will highlight your suitability for the role.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. Respond thoughtfully and ensure you address the points raised. This reflects the active listening skills that are crucial for the role and shows you can handle client expectations effectively.
✨Be Ready for Role-Play Scenarios
Given the nature of the job, be prepared for potential role-play scenarios during the interview. Practice how you would handle a client call, focusing on clarity, empathy, and professionalism. This will give you a chance to showcase your skills in a practical setting.