Call Centre Specialist

St James’s Tower, 7 Charlotte Street, Manchester M1 4DZ (hybrid working)

Fletchers Solicitors Ltd have a fantastic opportunity for an experience Call Centre Specialist to join the growing New Enquiries Team

Salary of £18,018 plus Incentives and Bonus

If you are looking for a new role in a growing company that offers a great work life balance, fabulous benefits, and will support you and your goals, then this could be the role for you
- 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

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 Medical Negligence 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**:

- 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
- Long service award 3 days extra holidays after your 5th, 7th, and 9th full year of employment
- Enhanced company sick and maternity pay scheme
- Flexible, agile working environment with a positive work-life balance
- Varied calendar of funded company social events
- Monthly voucher awards

**Our People**:
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. Our culture drives our employees to achieve the best, not only for the customers but for their own growth, development, and wellbeing.

**So much has happened in the last year at Fletchers**:

- We became Fletchers Group following several acquisitions - and have big plans for more growth
- We offered legal colleagues more training contracts than ever before
- Retained excellent rankings with both The Legal 500 and Chambers & Partners
- We opened 2 new office locations in Leeds and Liverpool (alongside Southport and Manchester)
- We launched our first ever Associate and Partner programmes for senior lawyers
- We launched the Fletchers Foundation charity to support injured people

**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 Medical Negligence 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

The above list is not exhaustive of any other tasks, which may be required.

Other organisations may call this role Contact Centre Operator, Call Centre Caseworker, Customer Service Co-ordinator, Contact Centre Advisor, or Call Centre Agent.