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Customer Service Advisor

5 months ago

Liverpool, United Kingdom HLA Recruitment Ltd Full time

We are currently hiring a Customer Service Advisor/ Law Graduates to support our clients site in Liverpool. This is an excellent opportunity for the right person who may have strong customer service experience in person or over the phone. This is a full-time office based role. Existing experience of claims would be ideal but not essential.

**JOB PURPOSE**

To review and validate new cases and suitability for funding and litigation, ensuring only the strongest of cases are accepted.

You will answer incoming calls from prospective and existing clients, respond to enquiries, validate new claim prospects, and provide general information.

You will be a member of the client onboarding team and will be responsible for assisting clients in completing new claim enquiries, online, over the phone and from social media platforms. You will also be responsible for explaining the terms and conditions of the conditional fee agreement and any funding options, whilst displaying a professional company image throughout, via both voice and online interactions.

**Main Duties**
- Collecting and assessing accurate information and documents to proceed with a case
- Assessing the merits of a claim against a set criteria and analysing client credibility
- Taking ownership of client query’s and dealing appropriately to progress the claim
- Answer incoming calls and respond to client correspondence
- Upselling case benefits and that of the business, ensuring new claim conversions
- Document all call information according to standard operating procedures
- Follow up customer calls where necessary
- Maintaining good relationships internally and externally
- Adherence to SLAs and KPIs
- Liaise with multiple departments within Group to assist with claim progression
- Ensuring compliance with the SRA Code of Conduct 2011
- Adhering to legal requirements, industry regulations and customer quality standards set by the company

**COMPETENCIES**
- Excellent listening, verbal, and written communication skills
- Excellent communicator, able to see things from all points of view.
- Excellent timekeeping and attendance.
- Excellent telephone skills.
- Excellent data entry and typing skills
- Ability to work well within a team and participate in team activity’s
- Ability and desire to learn new systems
- Self-drive, results orientated who can critically assess own performance.
- Well-presented and business like.
- Proficient in the Use in office products such as Word and Excel

**EXPERIENCE**
- Legal training and / or qualification desirable
- Understanding the principles of claims/legal industry is essential
- Knowledge of customer service practices and principles
- Engaging personality and tenacity essential.
- Knowledge of litigation funding, insurance/legal claims the financial service industry is desirable.
- Use of claims management and contact center dialer systems desirable

**BENEFITS**
- 22 days annual leave plus bank holidays
- Birthday off Christmas Closure
- “Personal time” - 8 hours for external appointments across the year.
- Staff referral Bonus
- Employee Assistance programme
- Training and progression opportunities within YOUR business group
- Reduced parking costs via salary sacrifice

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

**Salary**: £20,000.00-£21,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Liverpool: reliably commute or be willing to relocate with an employer-provided relocation package (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: In person