Location: Remote with occasional travel to Kettering
Job Type: Full time, 37.5 hours per week, (7.5 hours per day over a shift pattern of Monday - Friday 8am 8pm).
Contract Type: Permanent
Salary: £25,500 plus a monthly performance-related bonus.
Bringing together the Personal Injury industry-leading knowledge and caring approach of National Accident Helpline, and the modern law firm approach and legal expertise of National Accident Law we are expanding the team to introduce a one stop end-to-end customer claim journey, enhancing the already exceptional service that these 2 businesses provide.
With the customer journey being most important to us, we are looking for people to join the team who have the passion and desire to help people with the added drive to deliver an exceptional end-to-end process, meeting understood regulated standards.
At National Accident Law, we believe that diversity drives success. We are proud of our inclusive workplace, where everyone feels valued, respected, and safe. We welcome applications from all walks of life and encourage you to bring your most authentic self to work. We encourage applications from individuals over 50 and all other qualified candidates.
WHAT YOU WILL DOING AS CLAIMS SUBMISSION HANDLER
As Claims Submission Handler, you will be responsible for delivering an end-to-end supportive and empathetic customer service journey for those who have experienced a challenging life event. You will be the first point of expertise for some of our customers, assuring them that they are in the right caring hands to look after their claim. You will support those customers as well as customers transferred through from National Accident Helpline through their claim journey to ensure a seamless experience from their first call to submission of their claim on the MOJ Portal.
Deliver end-to-end support and empathic customer service journey personalising every interaction with the customer
Listen and assess the customers case, supporting them through the first stages of their claim
Retain consumer engagement through the provision of informed advice, demonstrating technical know-how
Complete online searches and checks for conflicts, ASK CUE or MID etc
Maximise sign-up and submissions through efficient and effective chase on cases
Manage all incoming consumer documentation and paperwork related to consumer claims pre and post-sign-up
Submit all CNFs to the portal promptly and accurately, minimising errors
Be able to identify serious injury and/or complex claims quickly
Work individually and as part of a team to meet and exceed targets
SKILLS AND EXPERIENCE REQUIRED
Demonstrable understanding of the Personal Injury industry sector
Good written communication skills including spelling and grammar
Excellent customer service skills
IT competent; using multiple systems interchangeably and confident keyboard skills
Experience of working in a regulated environment
Attention to detail and accuracy
Experience using case management systems (and prepared to learn and adapt to our bespoke system).
PERSONAL ATTRIBUTES
Keen to progress in the legal sector
Confident and capable decision-maker
Meticulous attention to detail
Empathetic with good listening skills
Passionate
Curious
Driven
Unified
WHAT WE CAN OFFER YOU
Salary of £25,500 plus a monthly performance-related bonus.
Healthcare scheme: claim up to £1,000 back with Simply Health
Death in service: cover of 3 x salary
Perks at Work: exclusive member discounts across a range of goods and services
Community Day on us: volunteer in your community for one day each year
Development Opportunities: training and development opportunities to boost your confidence, realise your strengths and develop your career with us.
We are proud that each year our employees rate our business higher than Gallups Exceptional Workplace Award Winners for being a great place to work. We are Gold awarded Investors in People and are proud to say that National Accident Law is a great place to work.
But dont just take our word for it, come and find out for yourself!
*Please note this is a full-time role of 37.5 hours per week. (7.5 hours per day, over a shift pattern between the hours of 8am to 8pm Monday to Friday). This role can be based in our office in Kettering or done remotely (with occasional travel required to Kettering).
We value individuals
We enjoy generating ideas and we never stand still. You'll always have the right tools to do your job and create better ways of serving our customers. Nor are we wedded to set ways of working or rigid thinking: where you can spot improvements, your voice will always be heard.
We take work seriously
Most of us spend more time working in our waking lives than any other activity. That's why we make the effort to create an enjoyable and satisfying working environment. One that gives you every opportunity to develop professionally - in your way and at your pace.
We value innovation
We are at the cutting edge of personal injury legal services and we seek the free-thinking minds that will drive our business forward. Investing heavily in easy-to-use new technology and customer service skills, we're a different breed of law firm.
We're going places
At National Accident Law, we work differently to handle compensation claims in a modern, imaginative and refreshingly personal way. We're looking for the curious minds that can shape and drive innovation in accident injury law
You may also have experience in the following: Claims Submission, Customer Service Advisor, Customer Service Representative, Customer Service Executive, Customer Service Officer, Call Centre, Contact Centre, Call Centre Operative, Contact Centre Operative, Helpline, Helpline Advisor Claims Handler, etc
REF-225 188
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