Support and Complaints Administrator

2 weeks ago


Chorley, United Kingdom Speed Medical Full time

Support & Complaints Administrator.

Speed Medical is one of the largest providers of medico legal reports in the UK, working in partnership with solicitors dealing with personal injury claims. As well as medical reports, Speed Medical can also obtain medical records, provide rehabilitation services and any further treatment required following a personal injury.

**Our Values**:
**Customer First**
We listen to the needs of our customers and always put them at the heart of what we do

**Real relationships**
We nurture real relationships with honesty, integrity, and transparency

**Strive for excellence**
We inspire every member of our team to go the extra mile and deliver outstanding service

**Make an impact**
We work smarter with our colleagues, our customers and their clients to leave a positive impression

**One team, one vision**
We are one team - unified - with one vision and all work together to achieve it.

**The Role**:
This is a key role within the business, dealing with complaints and non-standard processes or queries referred from the operations teams or from finance. This role requires a person who can uphold our commitment to providing excellent customer service both within the business and to our customers.

The key responsibilities for this position include:

- To work efficiency and accurately in line with our values and targets.
- To take responsibility for progressing each client case on every touch.
- To build relationships with each solicitor, calling them where possible to provide regular updates on the progress of their cases.
- To work flexibly in line with the needs of our customers and the team.
- To provide excellent customer service to solicitors and clients at every opportunity, setting diaries where needed to progress each case.
- Additional oversight of cases with urgent deadlines.
- Escalation for any non-standard issues.
- Complaint handling, dealing with complaints promptly and responding to them within set time limits, systematically and fairly.
- Waive requests - review, understand, reach a decision on solicitor queries regarding fees issued.
- Solicitor database maintenance.
- Cancelled cases - checking and closing any cases cancelled by solicitors.

This is by no means a complete list and is only indicative of the duties of this role.

**Personal Skills**:

- Confident communicator
- Highly organised
- Ethical, focused on treating customers fairly
- High level of attention to detail
- Ability to work under pressure to prioritise workloads
- Ability to work independently and use own initiative
- Good problem solving skills
- Good level of computer literacy
- English and Maths to G.C.S.E standard or equivalent
- Interpersonal skills

**Package**:

- 37.5 Hours, Monday-Friday
- Flexible working: We offer the ability to work from home/office on completion of training and a probationary period
- Company Stakeholder Pension
- 20 days Annual Leave plus Bank Holidays
- Optional health care scheme after a qualifying period
- Casual dress code
- 2 work parties per year

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

**Salary**: From £23,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Store discount

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in Chorley

Reference ID: Support and complaints administrator


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