Client Care Team Member

Client Care Team Member

Salary - £22,932pa

​​Location- Southport/Hybrid After initial training period in the office

Working pattern - 35 hours per week, Monday to Friday 9 AM to 5 PM

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Client Care Team.

The successful candidate will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent client service. They will be responsible for ensuring the best client journey through the stages of a medical negligence case.

In return Fletchers can offer:

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days' holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards​ for winning nominees

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Main Responsibilities:

• Communicating with clients daily, managing and developing relationships with clients via phone, email & Client portal.
• Successfully promoting and signing our clients up the client portal app
• Hitting KPIs/SLA on monthly basis
• Liaising with external companies to ensure files are progressing correctly and efficiently.
• Assisting the Client Care Manager with reporting on a weekly basis or as requested.
• Being always the independent voice whilst ensuring that communication is constant between the client team and other teams and that the client is regularly updated of case progression and developments
• Understanding of performing ID checks and working with Compliance Team if further information is needed
• Thorough reviewing of files, to ensure that excellent client service is being provided.
• Engaging with immediate and wider teams to share client service advice/assistance
• Proactively responding and resolving client service enquiries from team members and clients
• Identifying and solving problems.
• Helping provide training with the Manager of Client Care as and when required
• Managing own task list

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Essential Skills and Experience: 

• Excellent client service skills
• Good organisation skills
• Customer service experience
• Ability to work as part of a team
• Excellent attention to detail
• Excellent communication skills and telephone manner

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​Desirable Skills and Experience:

• Ability to use Microsoft packages and proclaim

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We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

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About Fletchers Solicitors:

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.

Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We're committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We're proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.