Job Title: Customer Service Representative – New Client Team Enquiries Assistant
Location: Northenden, Manchester
Salary: £19,000 plus commission (OTE £23,000)
Job Type: Full Time, Permanent
The Firm is a top 200 Law firm that specialises in all areas of personal injury including public liability, occupier’s liability, road traffic accidents, employer’s liability, industrial disease, serious injuries and clinical negligence. They pride themselves in the work they do helping injured people.
They are LEXCEL and Law Society accredited and are a Legal 500 Leading Firm for both Personal Injury and Clinical Negligence. Six of their Partners are members of the Law Society Specialist Personal Injury Panel and one is a member of the Law Society Specialist Clinical Negligence Panel.
Their employees are their most important asset and have been instrumental in helping them recover millions of pounds each year for injured people. There’s no doubt that they rate skill and ability above all else and their recruitment policy encourages applications from all.
Role Overview:
Their clients are at the heart of everything they do. Whether it’s face to face, over the phone or online, they aim to go beyond their clients’ expectations by offering a first-class experience.
Their Customer Service Representatives are the first point of contact in the client’s journey and are therefore incredibly important too, which means they are looking for customer service superstars, who can genuinely connect with their clients, while getting things done.
They believe that investing and supporting their people, ensures that their clients get the best customer service, so you will have the mentorship of a partner, a manger and team leaders who have all come through the ranks. All have done the job themselves and can offer relatable advice and hands on support.
There will be targets to work towards, but you will be rewarded with achievable commission paid on a monthly basis.
What will you be doing:
- Responsible for client experience from first contact until signed up and the file transferred to solicitor
- Ability to build strong relationships with clients to obtain commitment is paramount
- Calling prospective clients as soon as possible within required service standards
- Obtaining all relevant details of a prospective client’s claim to allow the claim to be assessed
- Working as a team to answer all calls as quickly as possible and deal with any client enquires
- Presenting key information to management, in a concise manner
- Maintaining client files and diary tasks using the firm’s case management system
- Working within a team, providing cross-cover when necessary to ensure excellent client service
Working Hours:
Early Shift: 08.00 – 17.00
Late Shift: 12.00 – 20.00
Saturday – Sunday: 10.00 – 18.00
Bank Holidays: 10.00 – 18.00
Upon completion of training, you will work a 2-week shift pattern on an early, late and one weekend in seven weeks as per rota.
The Candidate:
- A customer service background either from retail, call centre or hospitality though a background in financial services, claims management or other professional backgrounds will be an advantage
- Experience of handling customer/client enquires on either the telephone or face to face
- Ability to build solid relationships from initial enquiries to retention
- Strong influencing, negotiating and objection handling skills
- Ability to present relevant information to management in a concise manner
- Proficiency in handling multiple enquiries and managing own time to ensure all enquiries fully pursued
Salary and Benefits:
- Competitive Remuneration of £19,000 including a generous commission structure (OTE £23,000) with an evening and weekend allowance – time and half for working past 6pm and double time for working weekends
- 20 days holiday, rising 1 day per year to a max of 23 days, plus bank/public hols.
- 3 holiday buy backs per year after 1 year of service
- Private medical insurance available after 2 years’ service
- Death in Service – 2 x salary based on annual salary only – eligibility commences when you join the company
- Active social committee, firm pays for trips to e.g. Bowling, Chester Races, Christmas party, Summer Barbecue
- Employee Assistance Programme which offers 24-hour helpline, Legal info and CBT – available immediately
- Free fruit delivered twice a week
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with experience of: Enquiries Assistant, Support Assistant, Enquiries Advisor, Customer Support, Clients Service Representative, Customer Services, Customer Service Assistant, Customer Service Consultant, Customer Service Coordinator, Customer Service Administrator, Client Relationship Assistant, Business Support may be considered for this role.
