Outbound Customer Advisor - Liverpool, United Kingdom - Carpenters

Carpenters

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Start Date: 27th March 2023

Salary:
£19048 (pro-rata)

Hours:
Monday - Sunday

Part time evenings & weekends

This role includes a training period of 8 weeks. Training will be 4.30pm

9.30pm Monday to Friday. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview.

Job Purpose:

As a New Claims Advisor within our Legal teams, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident.

You will be required to positively and proactively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls.

This role does not encompass cold calling.

Key Duties & Responsibilities:

To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
To collate data accurately and effectively
To convert referrals into personal injury/ ULR claims by ensuring clients are aware of the services available to them.
To provide an excellent customer experience by way of a friendly telephone manner and active listening
To provide clear communication to customers and/or their representatives
To meet own targets and SLAs
To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
To contribute towards continuous improvement with generation of ideas
To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
To drive your own development by actively seeking development opportunities
To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
To adhere to company policies and procedures
To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge:

Previous experience working within a telephonebased customer service/contact centre environment
Professional approach
Outstanding communication and customer service skills
Strong written, oral and interpersonal skills
Excellent time management and organisational skills
A flexible and adaptable attitude to resolving issues
An ability to handle objections and proactively market Carpenters legal services
An ability to work using own initiative within boundaries
An ability to in work in a fastpaced environment
An ability to work effectively with people across a wide range of levels and responsibilities
Good IT/Keyboard skills
Attention to detail

Benefits:

30 days holiday per annum inclusive of bank holidays or day in lieu where applicable (Pro rata for parttime)
Hybrid working model (in relevant role)
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
Funded driving theory test (in relevant role)
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