Customer Service Advisor
Huddersfield
£22,308 DOE
My Client, a well-known Law Firm, is looking for Customer Service Advisors to join their family-feel team.
Duties:
The role is purely phone-based, so they are looking for people who are natural communicators with a warm and friendly manner that enables them to build relationships easily and quickly. As a Customer Services Advisor, it is rewarding and fulfilling to know you are part of a person's claim journey, helping that person find the legal solution they need.
1. Responding to a consistently high volume of incoming enquiries processed over the phone.
2. Processing those enquiries in accordance with our excellent service standards, values, procedures, and guidelines.
3. Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors.
4. Building effective relationships with clients by having a natural and genuine yet professional conversation with them.
5. Building empathy and aligning with clients by asking relevant questions, using appropriate language, and avoiding legal jargon.
6. Enhancing the customer experience by providing a personal, non-scripted, and helpful service.
7. Tailoring each call to the client's needs, understanding that no two calls are the same, and making the process as easy and stress-free as possible.
8. Learning the relevant knowledge of the law and processes to communicate this to clients in a calm, clear, and concise way.
9. Listening carefully and communicating clearly while accurately recording information onto our computer system.
10. Confidently responding to any questions or concerns a client has in a calming and reassuring way.
11. Guiding clients through the process from start to finish, finding the right legal solution for them.
12. Achieving set key performance targets for both the team and individually, ensuring all enquiries are handled in accordance with service level agreements and Financial Conduct Regulations.
13. Using a computerized system to accurately record claims from receipt to transfer to solicitors.
14. Selling the benefits to clients about using the service.
15. Providing accurate work that requires only minimal checks.
Skills:
Essential
1. A commitment to delivering excellent customer service.
2. Ability to engage with customers and colleagues.
3. Excellent listening and verbal communication skills.
4. Ability to remain calm and objective under pressure.
5. Ability to build rapport and empathize with clients.
6. Self-motivated, confident, and proactive.
7. Ability to work collaboratively with others.
8. Ability to organize and prioritize work.
9. Ability to manage time effectively.
10. Attention to detail to carefully and quickly analyze information.
11. Professional and friendly at all times.
12. Ability to talk on the phone while simultaneously recording information on a case management system.
13. Ability to solve problems and use own initiative.
Desirable
1. Excellent typing skills.
Qualifications
Minimum of 5 GCSEs (A to C Grade), including Mathematics and English.
Professional Experience
Desirable
1. Experience of assessing or handling personal injury claims within a claims management/legal services environment.
2. Experience of working in a target-driven and client-focused environment.
Benefits
1. Competitive starting salary.
2. Private healthcare for dental, optician, physiotherapy, and other wellbeing costs.
3. Access to interest-free travel loans.
4. Pension scheme with enhanced company contribution.
5. Perkbox exclusive discount scheme.
6. Annual leave commences at 25 days plus bank holidays.
7. Loyalty reward with additional leave for length of service, up to a maximum of 28 days per annum.
8. Birthday leave - an extra paid day off on your birthday.
9. Buying and Selling Holiday scheme.
10. Staff social club with regular events throughout the year.
11. Refer a friend - cash reward for every new team member referred who successfully starts in our business.
If you are interested in this position and have customer service experience, please apply ASAP!
CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.
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