Role Purpose
Our Client Care Team are the first point of contact for our valued clients. You are responsible for the successful onboarding of our client base as well as successful handover to our legal teams, working collaboratively to ensure positive a client experience.
You will work with the rest of the team to handle incoming enquiries into the business and make outbound calls to prospect clients, taking them through the initial stages of their personal injury claim.
This is a 12 month fixed term contract
Key Accountabilities
* Answer switchboard calls and either dealing with these or referring them to the appropriate teams, or individuals.
* Carry out 'RTA' calls with new clients to secure instruction, obtain full claim details and consents to proceed using the new claims script.
* Consider new claim referrals, entering data correctly onto the case management system.
* Deal with incoming post to include identifying urgent correspondence, scanning of the post to case management system and the setting of tasks for our fee earners to review the post on case management system.
* Make re-assessment of injury calls to clients where required.
* Identify "location of incident" details and using internet maps to save this to the file.
* Conducting required conflict checks.
* Complete Claim Notification Form and submit to MOJ portal.
* Take out of new "After the Event" insurance policy and communicating with ATE insurer and client.
* Discuss rehabilitation requirements with clients and ensuring completions of the rehabilitation instruction form.
* Secure client ID, proof of address and conduct the required anti-money laundering check required for all new clients.
* Contact witnesses for their assistance with claims and secure completed questionnaire and / or their account of incident to be recorded on file and chasing witnesses to secure such information.
* Apply for police reports, CCTC of accident, secure any dashcam footage and Defendant details via DVLA search.
* Conduct MID search to identify Defendant insurer.
* Ensure client care documents are sent to new clients and chase clients for return of documents, checking that these have been properly completed once received.
* Notify clients of medical appointments.
* Assist fee earners with copying, scanning, printing, franking of outbound post and esig requirements.
* Liaise with internal and external partners at all levels.
* Respond to all written and phone enquiries clearly, courteously, and promptly.
* Develop relationships with clients and colleagues by providing a friendly, efficient service.
* Work closely with Client Care Team Lead to ensure a seamless service delivery.
* Help check the enquiries inbox and ensure all enquiries are actioned correctly.
* Refer any claims where liability may not be clear cut to management, having secured full accident details.
* Assist and help with training new Client Care Advisors.
* Any other duties commensurate with the responsibility of this role.
Experience & Requirements
* Exceptional client care skills (including a good telephone manner) ideally in a similar professional services / legal / insurance environment although transferrable skills will be considered
* Ability to gain positive working relationships with peers
* Strong attention to detail and analytical skills
* Excellent communication and interpersonal skills
* Proven ability to work under pressure and manage multiple priorities in a fast-paced environment
* Ability to work as a team and encourage a strong sense of team ethos within a team
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £26,000.00 per year
Work Location: In person