First Response Administrator

2 weeks ago

Colchester, United Kingdom Arc Legal Group Full time

**Position Overview**

**Working Pattern**

Our standard full-time hours are 37.5 hours per week. Each working day will include 1 hour for lunch. You will be working on an agreed 2-week rota between 8am to 8pm Monday to Friday and Saturday 9am to 5.30pm. This will include working approximately 6 weekday evenings and 2 Saturdays each month.

Upon completion of satisfactory training, Arc may offer the opportunity for agile working up to 50% of the time at home if your circumstances allow.

Saturday and evening shifts that extend until 8pm will be home based. At other times and as requested, work will be carried out in the beautiful rural setting of the Arc office just outside Langham in a purpose-built modern building offering free parking.

We also provide: standing desks, hot/cold drinks, fruit, staff social room with pool table, TV, and lounge area, shower for lunchtime sports enthusiasts and our dress for your day policy - usually meaning smart casual wear is suitable for the office if you wish.

**Additional Benefits**
- Free Fitbit
- Group income protection insurance
- Death in service benefit
- Travel insurance
- Full pay for the first 2 weeks of maternity and paternity pay
- Free annual flu jab
- Opportunities for professional development (including CII)
- Charity fundraising social events
- 25 days holidays plus bank holidays
- Company pension scheme
- Shift allowance for work after 6pm on a weekday evening and/or Saturday
- Wellness programme including counselling service
- Access to a virtual 24/7 GP as well as a range of other health and wellbeing experts

**Essential Job Functions**
- Answer calls within contractual service level agreements, directing callers to appropriate people and resolving questions and issues.
- Manage a high volume of work in a fast-paced, ever evolving environment.
- Accurately validate new claims and input and update client details on various bespoke Arc computer systems.
- Sign post customers to relevant departments calmly and professionally.
- Understand and embrace the concept of “excellent customer service”
- Other duties may be assigned in order to meet the on-going needs of the organisation.

**Qualifications, Experience and Competence**

**Qualifications**:

- GCSE English Grade 4 to 9 (A to C) or equivalent
- GCSE Maths Grade 4 to 9 (A to C) or equivalent

Experience and Functional/Technical Competencies

Essential
- A polite, positive, and professional telephone manner is required to take enquiry calls and to direct to the relative departments
- Experience of using all Microsoft Office programs
- Strong spelling, grammar, data entry and typing skills
- Attention to detail
- Can do attitude in a dynamic business
- Excellent organisational and time keeping skills
- Confidence to own tasks without supervision
- Ability to work in a fast paced environment
- Flexible approach to shifts and non-standard business hours
- Good level of professionalism
- Good team player, self-motivated and ability to focus on self-development
- Able to work well under pressure.

Desirable
- Previous experience working within a telephone-based customer service/contact centre environment
- Experience of working in a busy office environment
- Knowledge of Legal Expenses

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