Customer Response Advisor

Customer Response Advisor

Temp-to-Perm - GBP8.91p/h rising to GBP10.06p/h dependant on successful permanent placement

2 weeks paid training - 9am-6pm
Once training is completed - 10:30am-7pm

Core Responsibility

• Accurately assess claims for both liability and injury
• Contact clients within agreed service levels and provide advice and information on the claims procedure and that of clients services
• Provide an excellent level of client care, ensuring that the right client and business outcome is optimised and achieved
• Deal with personal injury compensation claims at the outset and be competent of procedures and timescales
• Call clients within agreed SLAs for each work provider
• Make outbound calls to new Legal Services clients and deal with incoming telephone enquiries wherever possible
• Complete the claims notification form on behalf of the client and submit to the Third Party insurers within agreed SLAs to generate fee income
• Ensure all claims are conflict searched before they are accepted into Legal Services
• Arrange medical appointments for clients with agreed providers
• Obtain all relevant information from new clients ensuring these are detailed correctly
• Advise, inform and support new client through the claims process
• Provide a risk assessment of case prospects and injury statuses to support the filter of cases which should not be dealt with in Legal Services
• Achieve individual and team objectives on a monthly basis as agreed with your team manager
• Contribute to the smooth running of the firm by assisting other members of staff in periods of peak demand with document production, task list management and general administrative duties
• To undertake any other tasks as deemed relevant and reasonable by the business

Key Performance Indicators

The following KPIs will apply to you, this is not exhaustive and may change as the business develops:

• Customer Advice/Service Quality (NPS)
• Call Quality
• Liability & Personal Injury Risk Assessment
• Adherence/Compliance SLA's and audit requirement
• Acceptance Rates
• Productivity and volume of cases
• CNF submission
• MA Instruction
• Your performance will be reviewed through regular one-to-one meetings with your Line Manager

Person Specification

Essential:
• Experience working within a customer service environment whether face to face or over the phone, with a proven track record of delivering excellent client care
• Experience of working in a fast paced, customer focused and target driven environment
• The ability to remain objective when dealing with individuals and demonstrate empathy
• Excellent time management and attention to detail
• Strong communication skills, self-motivated and uses own initiative

Desirable:
• Experience of working in a contact centre environment would be beneficial but not essential
• Good numeric and literacy skills, with basic keyboard skills.
• Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives
• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals
• Take opportunities to develop and stretch yourself, and be passionate about developing your career for the client

Personal Development

There is the opportunity for high performing individuals to move into different departments across the business, to expand their knowledge and experience and develop a career within company

Working Hours

You will work a minimum of 37.5 hours per week to a maximum of 42.5 hours per week including Saturdays and Sundays dependent on the working pattern for that week with a 30-minute lunch