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Contact Centre Agent

3 months ago

Bristol, United Kingdom Lyons Davidson and File Dynamics Full time

We encourage our people to have a great work life balance, so as a full time Contact Centre Agent you would only be expected to work **35 hours per week** We also give our people the opportunity to work up to 40 hours per week.
**The Role**
The Department’s operational hours are Mon-Fri 08:00-20:00, Sat 09:00-16:00 and Sunday 10:00-16:00.
The role extends to a number of legal disciplines including personal injury, civil litigation and legal helpline.
It will include contacting referred clients in a timely manner and gathering the information required to process their claim and assist with their immediate needs. No cold calling.
You will be taking inbound customer service calls, making amendments to, and providing progress updates on existing claims and answering general enquiries.
You will be the first point of contact for the legal advice lines, taking details from the client and transferring them to the appropriate department.
**The skills required**
A friendly and upbeat telephone manner is essential.
We require enthusiastic, self-motivated and flexible individuals with a positive approach to customer service.
You will be empathetic and patient when required, and always willing to go the extra mile to assist our clients.
Ideally you should be IT literate however; full system training will be provided.
You will need to have good spelling and good grammar and be able to take down accurate information as this is paramount to the role.
**Salary and benefits**
Salary is reviewed at the end of the 3 month probationary period and at set intervals during the first year and will increase in accordance with the role structure if your performance is satisfactory.
Further salary reviews will be commensurate with the Annual Appraisal process.
As a Lyons Davidson employee you will also have access to a wide range of staff benefits, including a Pension Scheme, Health Cash Plan Scheme, Employee Assistance Programme, Bike to Work scheme and many more.
There are great internal opportunities for staff interested in pursuing a career in Law.

Lyons Davidson is a law firm providing legal services to businesses and individuals nationwide. We believe in providing a service that is accessible and approachable. Our ability to deliver a consistent and high-quality service has allowed us to develop strong relationships with a number of business partners such as insurers, banks and membership organisations that rely on us to give their customers and members the help and advice they need.
We were delighted to be awarded ' Large Law Firm of the Year' at the Chartered Institute of Legal Executives (CILEx) 2019 annual awards. We are proud of our long standing commitment to the environment and most recently won 'Best Fairtrade Office' in 2018.
We are a responsible business with clear core values of communication, commitment, innovation and accessibility. Through effective **communication**, we engage with our staff and involve them in decision making, whilst ensuring they are supported at all times. We show **commitment** by investing in our people with development and training, developing the work we do through the use of technology and **innovation, **whilst encouraging* accessibility *and diversity in our people, delivering opportunities and development to all.
You’ll receive a wide range of company benefits, including:

- Holiday entitlement of 25 days (plus bank holidays), with extra days after 2 and 10 years’ service
- “Dress for your day” dress code policy
- Employee health cash plan which helps towards cover for optical, dental and physiotherapy treatment and other healthcare costs
- Discretionary annual bonus scheme
- We believe in recognising and rewarding our people’s achievements and through our recognition programme, we award employee of the month and customer service awards and long service awards - each year our top achievers from across the company are invited to our annual employee awards ceremony to celebrate their success

and much more