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Customer Service Advisor

3 months ago

Didsbury, United Kingdom Patient Claim Line Full time

Patient Claim Line is one of the UK’s leading claims management specialists, supporting the legal sector in what we do. With our main focus being medical negligence claims, we aim to make a difference in each of our customers lives by assisting them with claiming back compensation for hardship they have faced.

Due to rapid growth, we have an amazing opportunity to join our front-line team of our New Enquiries Team, where you will be making outbound calls to clients who have enquired and supporting them through the first steps of their claim. You will qualify the details of their claim and maintain an understanding of their situation, with the end goal of connecting them through to one of our panels of law firms to achieve your sales targets and bonus.

Be a part of a team that champions the well-being of individuals and is shaping the claims management journey

**Responsibilities**
- Initiate outbound and answer inbound calls to potential clients for medical negligence claims.
- Consistently meet and exceed assigned sales targets, striving for a first call resolution as frequently as possible.
- Monitor and achieve KPIs, including but not limited to talk time and number of dials.
- Maintain excellent quality assurance scores by adhering to company guidelines and best practices.
- Work with Team Leaders to assess claims and determine how we can assist the client going forward.
- Demonstrate an understanding of the claims process, providing accurate and relevant information to clients.
- Record and maintain detailed and accurate information related to client interactions in the company's CRM system.
- Display empathy and build rapport with clients to create a positive client journey.

**Expectations**
- Enjoy talking to different people from variety of backgrounds.
- Listening to people’s stories and questioning on the back of it.
- To discuss medical terms with clients.
- Comfortable with listening and talking about injuries including sensitive topics.
- Work well in a vibrant team.
- Accustomed to talking on the phone for long periods of time.
- Have pride in delivering exceptional customer service.
- Ability to build rapport with a variety of people.
- Enjoy hitting targets while maintaining an effective customer experience.

**What’s in it for you?**
- Casual dress
- Company social events
- Cycle to work scheme
- Gym membership
- Health & wellbeing programme
- Life insurance
- Referral programme
- Free fruit, snacks, and soft drinks
- Excellent transport links

**Job Types**: Full-time, Permanent

**Salary**: £21,250.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Referral programme
- Work from home

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Didsbury, Greater Manchester (required)

Ability to Relocate:

- Didsbury, Greater Manchester: Relocate before starting work (required)

Work Location: In person

Expected start date: 04/03/2024