Customer Service Advisor

Patient Claim Line is one of the UK’s leading claims management specialists, supporting the legal sector in what we do and making a genuine impact on people’s lives. With our main focus being medical negligence claims, we aim to make a difference in each of our customers lives by assisting them with claiming back compensation for hardship they have faced, and giving them a light at the end of the tunnel.

Due to rapid growth, we have a fantastic opportunity to join our front-line team of our New Enquiries Team, where you spend your days chatting away with our clients and supporting them through the first steps of their claim. Whether it’s your conversational style, or your ability to glean information, you will qualify the details of their claim while getting to the heart of the matter quickly and easily, with the end goal of matching them with one of our qualified panels of law firms. We won’t just expect you to get on with it We’ll support you, train you and equip you with a great set of skills as well as all the equipment to ensure you can thrive (and hit that bonus).

This is the perfect role put your skills into use and shine as bright as you can, while at the same time having the genuine satisfaction of helping people that need it.

**Responsibilities**:

- Initiate outbound and answer inbound calls to potential clients for medical negligence claims.
- Consistently meet and exceed assigned targets, striving for a first call resolution as frequently as possible.
- Monitor and achieve KPIs, including but not limited to talk time and number of dials.
- Maintain excellent quality assurance scores by adhering to company guidelines and best practices.
- Work with Team Leaders to assess claims and determine how we can assist the client going forward.
- Demonstrate an understanding of the claims process, providing accurate and relevant information to clients.
- Record and maintain detailed and accurate information related to client interactions in the company's CRM system.
- Display empathy and build rapport with clients to create a positive client journey.

Expectations
- Enjoy talking to different people from variety of backgrounds.
- Listening to people’s stories and questioning on the back of it.
- To discuss medical terms with clients.
- Comfortable with listening and talking about injuries including sensitive topics.
- Work well in a vibrant team.
- Accustomed to talking on the phone for long periods of time.
- Have pride in delivering exceptional customer service.
- Ability to build rapport with a variety of people.
- Enjoy hitting targets while maintaining an effective customer experience.

**Benefits**:
What’s in it for you?
- Casual dress
- Weekly accrued bonus
- Modern office space close to local transport links with gorgeous facilities
- Friendly and approachable managers
- Perkbox enhanced membership - deals and discounts from over 1,000 household brands
- Lovely social environment - including quarterly paid company socials and free beer/wine for an after-work tipple.
- Free fruit, snacks, and soft drinks
- Employee assistant program and access to GP
- Paws-istive atmosphere - we are a dog friendly office, creating a relaxed and stress reducing environment

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

**Salary**: £22,308.00-£25,000.00 per year

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Didsbury, Greater Manchester: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person