At DLG Legal Services, our mission is to make law easy and accessible to everyone. As part of the Direct Line Group, we provide legal services to over 50,000 DLG customers each year. Customers can access our legal Adviceline team and our growing list of services includes personal injury, employment, property, inheritance, and contract litigation. We also support our parent group, litigating on their behalf.
We are now hiring for a Client Liaison Advisor to join our Bromley based Legal Services team, on a permanent full time basis.
What you will be doing:
You will act as the first point of contact for all customer related queries prior to the client being allocated to a Fee Earner. Your responsibilities include:
1. Initial contact with the client referral
2. Converting client and passenger referrals into customers
3. Providing clear and accurate information in a user-friendly manner
4. Completing telephone Q&A with clients
5. Proactively handling the client’s expectations
6. Using clear and plain explanations and terms, with a friendly, empathetic, and reassuring attitude
7. Active listening and communication style
8. Maintaining a highly professional manner
9. Reflecting the brand image and customer-focused ethos
10. Instructing the treatment provider
11. Achieving KPI targets
What we are looking for:
The nature of this role is very fast-paced - you need to be able to handle the pressure well. Other skills required include:
1. Excellent telephone manner and a passion for customer service
2. Experience of working in a sales call centre environment is preferable
3. Ability to work as a member of a team
4. Excellent attention to detail
5. Must be able to use own initiative and prioritise
6. Flexibility in work content
Location: Bromley (BR1 1DP)
Working hours: 35 hours a week (Monday- Friday)
Contract: Permanent
Home Working: Hybrid model (2 days in the office per week)
What we will give you:
We have a strong focus on developing you and your skillset and work hard to give you the tools to do so. In addition to this, we also offer a generous benefits package including family and work-life balance focused options such as:
* Fully paid maternity leave and parental leave
* Flexible working
* Insurance savings for you and your family
* A range of other optional benefits
* 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
* Additional optional Health and Dental insurance
* EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax-efficient way
* Generous holidays
* Buy as you earn share scheme
* Employee discounts and cashback
Life at Direct Line Group
Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work. We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.
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