Customer Service

1 month ago


Liverpool, United Kingdom Page Personnel Full time

Permanent position
- Competitive salary with commission

**About Our Client**:
The client we are working with operate on a national scale and are a competitive leader within the legal industry itself. The client offer a responsive legal service within an experienced team of solicitors and barristers dedicated to providing excellence in client care and service provision. The client supports individuals and corporations whatever their legal need and offer a premium service in the form of legal representation. The client works in partnership with insurers, brokers and MGA's to deliver a variety of fully outsourced claims solutions, the team has grown to approximately 850 employees across offices in the North West.

Key responsibilities include:

- Handling and dealing with company clients
- Making outbound and inbound calls from customers assisting in utilising their legal expenses
- Collating data accurately and effectively
- Converting referrals into personal injury or ULR claims by ensuring clients are aware of the services available to them.
- To provide an excellent customer experience by way of a friendly telephone manner and active listening
- To provide clear communication to customers and/or their representatives
- To meet own targets and SLAs
- Answering queries
- Delivering information about the clients services
- Dealing with outbound/inbound calls
- Receiving customer feedback
- Managing and handling incoming calls
- Assessing customer needs and requirements
- Liaising with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
- To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
- To contribute towards continuous improvement with generation of ideas
- To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
- To drive your own development by actively seeking development opportunities
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
- Recording and ordering data
- Verifying claims
- Reporting to team manager

**The Successful Applicant**:

- An excellent communicator, both written and spoken.
- Previous experienced working within a telephony-based customer service environment.
- Professional.
- Credential.
- Confidential.
- A flexible and adaptable attitude to resolving issues.
- An ability to handle objections and proactively market legal services.
- An ability to work using own initiative and independence when necessary.
- An ability to in work in a fast-paced environment.
- An ability to work effectively with people across a wide range of levels and responsibilities.
- Attentive.
- Organised
- Proficient in handling multiple cases.
- Able to adhere to a variety of corporate regulations and internal guidelines, GDPR/CSR.
- Able to work within a rota schedule.

**What's on Offer**:

- 25 days holiday per annum inclusive of bank holidays or day in lieu where applicable
- Inhouse pension scheme
- Training and development opportunities
- Funded social events to connect with your colleagues
- Commercial experience
- Internal progression with departmental entry roles
- Flexible hours
- Rota hours, 9-5, 11-7
- Competitive salary with capped commision upto £400 per month



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