Job Purpose As the first point of contact for clients, you will play a vital role in delivering a positive and professional experience on behalf of the Serious Injury (SI) and Intermediate Track (IMT) teams. You will be responsible for receiving and processing instructions in line with established Service Level Agreements (SLAs), accurately assessing accident circumstances and injuries, and ensuring cases are allocated to the appropriate file handlers under the guidance of the team manager. Your contribution will help ensure a smooth and efficient transition from initial instruction to case management. You’ll also support wider team operations by assisting with reasonable tasks as required, helping to maintain a collaborative and high-performing environment. Key Responsibilities Act as the first point of contact for new clients, conducting structured telephone interviews using approved scripts to gather initial instructions for SI and IMT cases Ensure all client referrals are contacted on the same day, with a maximum response window of 24 hours to maintain service standards Accurately record client information using the Visual Files (VF) system and allocate cases to appropriate file handlers following established protocols Proactively follow up with clients to obtain any missing information, ensuring completeness of instructions before case progression Communicate in a clear, confident, and empathetic manner to build trust and reassure clients of our expertise and commitment to their case Provide clients with a clear overview of next steps, confirming their understanding and satisfaction before concluding the call Persistently attempt contact with clients for up to 72 hours if initial outreach is unsuccessful, escalating unresolved cases to the team manager Arrange and honour agreed call-back times when clients are initially unavailable, ensuring continuity and professionalism Identify and document any client vulnerabilities in line with training, flagging these appropriately within the system and to the assigned file handler Record the nature and impact of any vulnerabilities that result in extended or complex calls, ensuring transparency and support Balance thoroughness with efficiency during calls, ensuring all key information is captured without making clients feel rushed Escalate any concerns, unusual comments, or inappropriate behaviour to the team manager immediately Maintain a foundational understanding of anatomy to accurately interpret injury descriptions and identify potential subtle head injuries, escalating where appropriate Support team development by participating in mentoring and training activities as directed by the manager or Department Head Uphold the highest standards of professionalism and client service in all interactions Assist with administrative or low-level fee earning tasks as requested by members of the SI or IMT teams Experience & Knowledge Excellent verbal communication skills, with the ability to speak confidently, clearly, and empathetically with clients Comfortable conducting telephone calls, including outside standard office hours when necessary to meet client needs Strong IT proficiency, including confidence using Microsoft Excel and familiarity with case management systems (training provided if needed) Outstanding time management and organisational skills, with a calm, methodical, and client-focused approach to work Flexible and adaptable attitude, with a proactive approach to resolving issues and supporting team objectives Ability to remain composed and professional under pressure, including when handling sensitive or emotionally charged client interactions Awareness of personal limitations and willingness to seek support or escalate concerns when appropriate Commitment to transparency by flagging any errors, concerns, or uncertainties to your manager immediately Strong team ethic, with a collaborative mindset and readiness to support colleagues as needed Willingness to engage in ongoing training and development opportunities to enhance role performance Preparedness to carry out additional tasks as requested by your manager to support the wider SI and IMT teams Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all. About us Here at Carpenters Group, 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 made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations. We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support. As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best. We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow. No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential. Benefits 25 days’ holiday plus bank holidays 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 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