Customer Specialist

3 weeks ago

Leeds, United Kingdom CLD Recruitment Full time

My client a well known Law Firm based in Leeds City Centre are recruiting for a Customer Specialist to join their Dept Recovery team. The main purpose of this role is dealing with customers on cases from initial instruction through to obtaining possession or instructions from our client to close our file.

Main Duties:

- Making outbound telephone calls to customers, clients and other parties;
- Following call models prescribed by our lender clients or the Department
- Assess affordability, setting up arrangements and monitoring those arrangements, assisting when needed to get them back on track.
- Assisting vulnerable customers, using appropriate techniques to establish their situation whilst showing empathy. Escalating as appropriate and taking our Clients instructions
- Raising and dealing with customer complaints, recognising what the complaint is in relation to and handling off/escalating accordingly
- Reviewing customer correspondence, including financial statements, memorandum of sales, medical evidence, bank statements etc
- Working to service standards agreed with our lender clients
- Deal wherever possible with routine client enquiries and communications.
- Identify areas that may benefit from improvement and communicate them to your team manager.
- Comply with the Department's policy in so far as own caseload concerned regarding taking and confirming instructions; client care; file management; file organisation and file review procedures
- Contribute towards own self development and attend training arranged for you
- Provide support to other fee earners as required
- Report immediately to the team manager on any issue/complaint re: professional conduct and/or client dissatisfaction and/or potential negligence or negative costs implications for the firm

Skills Required:

- Educated to A Level standard (grade C and above) or demonstrable experience of telephone based customer service
- Have excellent organisational skills and attention to detail - Be self-motivated with a high level of enthusiasm and commitment
- Demonstrate excellent communication and interpersonal skills
- Able to operate flexibly and as part of a team
- Be fluent in working with Microsoft Outlook, Word and Excel

CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.

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