Customer Service Representative

**Start Date: January 6th 2024**
- This role includes a training period of 4-6 weeks. Training will be 09:00 - 17:30 Monday to Friday based in our Tithebarn Street Office. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview._

**Job Purpose**

As a Customer Service Representative within our Outbound team, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident. You will be required to positively and proactively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls. This role does not encompass cold calling.

**Key Duties & Responsibilities**
- To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
- To collate data accurately and effectively
- To convert referrals into personal injury/ ULR claims by ensuring clients are aware of the services available to them.
- To provide an excellent customer experience by way of a friendly telephone manner and active listening
- To provide clear communication to customers and/or their representatives
- To meet own targets and SLAs
- To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
- To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
- To contribute towards continuous improvement with generation of ideas
- To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
- To drive your own development by actively seeking development opportunities
- To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
- To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
- To adhere to company policies and procedures
- To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

**Experience & Knowledge**
- Previous experience working within a telephone-based customer service/contact centre environment
- Professional approach
- Outstanding communication and customer service skills
- Strong written, oral and interpersonal skills
- Excellent time management and organisational skills
- A flexible and adaptable attitude to resolving issues
- An ability to handle objections and proactively market Carpenters legal services
- An ability to work using own initiative within boundaries
- An ability to in work in a fast-paced environment
- An ability to work effectively with people across a wide range of levels and responsibilities
- Good IT/Keyboard skills
- Attention to detail

**About Us**

Here at Carpenters, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team delivering insurance and legal service across the UK from seven office locations.

We work in partnership with insurers, brokers and MGA’s to deliver a variety of fully outsourced claims solutions. Our focus is always on the customer and ensuring their claims journey consistently exceeds expectation.

Our culture is what defines us as an organisation and has been built around our 5 core values.

We pride ourselves in providing a positive working environment where we can work together towards our success. We understand that our success as a business depends on the success of our people, and that is why we have established an environment where all of our employees feel valued and able to perform at their best.

**Benefits**
- 22 days plus bank holidays or day in lieu
- Hybrid working model (in relevant role)
- Holiday buy and sell
- 2 x Volunteering days to support charitable initiatives
- Matched Giving - up to £250 matched for personal charity fundraising for a registered charity
- Medicash cash plan - claim back dental / physio / optical appointments
- My Medicash App - including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
- Discounts and cash back on travel and shopping through Medicash extras
- Life Assurance Scheme (4 x salary)
- Pension scheme
- Funded driving theory test (in relevant role)
- Active network of Wellbeing Champions - providing mental health support
- Training and development opportunities
- Funded social events to connect with your colleagues
- Dress for your day policy