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Legal Support/customer Service Advisor

4 months ago

Caerphilly, United Kingdom Kearns Solicitors Full time

**The Company**:
Kearns Solicitors is an established, leading UK law firm offering a range of legal services across England & Wales. With a wealth of expertise in volume debt recovery, litigation and landlord and tenant disputes, Kearns has a long-standing reputation for delivering high-quality legal advice and strong customer service.

**The Role**:
In this role, you will be responsible for negotiating and promoting settlement of consumer credit debt recovery matters in line with strict regulatory guidelines, Company best practice and by following County Court procedures. _**We will provide you with full training and on the job support to help you do this.**_

Depending on which team you join, you may be dealing with inbound and outbound calls from customers who have fallen behind with their bills or you may be responding to incoming correspondence and preparing documents to be sent to courts, solicitors and any other third parties.

Whichever team you join, the aim is to obtain the best outcome for both the customer and client in line with instructions and information provided.

You will need to show empathy and understanding to customers who have fallen behind with their bills and offer support by sign-posting them to charity organisations that offer free money advice such as Citizens Advice Bureaus or the Money Advice Service, before setting up an affordable repayment plan that is tailored to their financial situation.

**Your main duties & responsibilities will include**:

- Dealing with inbound and outbound telephone calls in a friendly manner
- Responding to incoming correspondence in accordance with our processes and procedures
- Asking open questions to gain a full understanding of the customers situation
- Signposting customers to free money advice organisations where necessary
- Setting up or reviewing affordable repayment plans in line with the customers situation
- Preparing documents to be sent to courts and solicitors and any other third party
- Demonstrating our Think Customer First Philosophy to all customers

**Person Specification**:

- Attention to Detail
- Ability to work in a team and on own initiative
- Ability to follow processes & company procedures
- Excellent communication & listening skills
- Focused on delivering excellent customer service
- Strong keyboard skills

**Educational Requirements**:

- GCSE (or equivalent) in English Language and Mathematics at grade C or above

**Skills & Experience**:

- Although previous call centre and/or legal experience is not essential, we are looking for people who can demonstrate a customer service ethos which lives up to our values and expectations
- Excellent numeracy and accuracy skills are also required as you will be assessing our customer’s income and expenditure details.

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

**Salary**: From £20,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
- Store discount
- Wellness programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Caerphilly: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: One location

Application deadline: 28/02/2023
Reference ID: Legal Support/Customer Service Advisor