Call Centre Onboarding Team

**Call Centre Onboarding Team**

**Fletchers Solicitors Ltd have a fantastic opportunity to join our growing New Enquiries Onboarding Team Location Liverpool / Hybrid
- Salary £10.90 per hour plus Incentives and Bonus**

**Fletchers is not your average call centre, we offer clear pathways for progression into a Legal, Operations or a Leadership role**

If you are looking for a great company, and a career that offers clear pathways for progression, whether you are looking for a legal, operations or a leadership role, Fletchers can support you and your goals.

Our new enquiries team help thousands of people each month who believe they have suffered from a medical mistake. They are responsible for guiding the clients through our initial screening process, gathering all the necessary information for the lawyers to decide as to whether they have a case. The team deal with the full spectrum of clients, incidents, and injuries - from surgical errors to cosmetic and dental issues, all the way through to serious, life changing negligence. It is a great introduction to Personal Injury law. Throughout every call, empathy and client care are always of the utmost importance. We are privileged those clients have trusted us with their potential case.

**In return Fletchers can offer**:

- Competitive salary
- Monthly Incentives
- Pension scheme with tax-efficient salary sacrifice option
- Life Assurance Policy
- Medicash policy to cover some Dental, optical and other medical expenses
- 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.
- Enhanced company sick pay scheme
- Flexible, agile working environment with a positive work-life balance
- Varied calendar of funded company social events
- Monthly voucher awards

**Our People**:
We have golfers, runners, video game heroes, movie buffs, musicians, and every other variety of people. We have family people, single people, happy people, you will find a friend here We have a recommendation scheme, bring your friends along and get yourself a referral fee for each one Our people are at the heart of everything we do We take pride in the results gained for our clients and go the extra mile to get justice.Fletchers are an employer of choice, rated a top 80 Law Firm by the Times. We believe that diversity drives innovation, we are all different people aiming for the same goal to get our customers the compensation they deserve. Our culture drives our employees to achieve the best, not only for the customers but for their own growth, development, and wellbeing.

This is a great opportunity for someone looking for a career, come in and check us out, worst case scenario
- you find out all the things we say are true (which you will) and you are a perfect fit. Do not be scared of change you have to move on and grow we encourage it here a Fletchers with loads clear pathways for progression. If you have got the talent, ambition and focus and are looking for a stimulating and rewarding career with the opportunity to grow and develop, a workplace where you are a valued member of the team and not just a number, we would love to hear from you

**Role Profile**:
**Main Responsibilities**:

- Obtaining and drafting a full timeline of events based on the customer’s instructions in relation to injury claims and be able to be empathetic.
- Developing and maintaining knowledge of claims process for Personal Injury claims.
- Building rapport with customers ensuring all accurate information is taken and entered onto the Proclaim file management system.
- Monitoring own task list making sure all enquiries are contacted daily to chase the customer for instructions
- Ensure individual targets/KPI’s are met monthly
- Follow up customer calls where necessary
- Manage and resolve customer complaints
- Action all post on files and deal with accordingly
- Assisting others with any other duties as and when required
- Liaising with supervisors where necessary
- Adhering to GDPR & Fletchers processes
- Any other ad-hoc duties

**Essential Skills and Experience**:

- Call Centre experience or customer facing experience
- A willingness to learn and develop
- Excellent verbal, written communication, and telephone skills.
- Exceptional attention to detail
- Team player
- Microsoft Office
- Exceptional customer service skills
- Good listening and organisational skills
- Grade A - C in GCSE English language
- Drive, Ambition, and ability to work to KPI’s/Targets

**Salary**: £19,838.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Flexitime
- Gym membership
- Health & wellbeing programme
- Referral programme
- Sick pay
- Store discount

Schedule:

- 8 hour shift
- Day shift
- Flexitime

Supplemental pay types:

- Bonus scheme
- Performance bonu