Customer Care Expert

5 months ago

Manchester, United Kingdom Blume group Full time

Blume is one of the UK’s leading claims management specialists, supporting the legal sector in what we do. With our main focus being personal injury and 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 Customer Care Experts, 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.

Joining Blume means contributing to a workplace that values Humanity, Bravery, and Inquisitiveness. Be a part of a team that champions the well-being of individuals and is shaping the claims management journey

**Responsibilities**:

- Initiate outbound calls to potential clients for personal injury and 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.
- To live by our values - being Human, being Brave and being Inquisitive.

Benefits - What’s in it for you?
- A competitive basic salary
- Weekly accrued bonus
- Perkbox enhanced membership - deals and discounts from over 1,000 household brands
- Lovely social environment - including quarterly paid company socials and free beer/wine for an after-work tipple.
- Excellent transport links (Bus and Metrolink)
- Free fruit, snacks, and soft drinks
- Employee assistant program and access to GP
- Paws-istive atmosphere - we are a dog friendly office, creating a relaxed and stress reducing environment

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

**Salary**: £21,250.00-£28,000.00 per year

Expected hours: 37.5 per week

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)

Ability to Commute:

- Manchester (required)

Ability to Relocate:

- Manchester: Relocate before starting work (required)

Work Location: In person

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