customer service advisor
3 the last 215 days, recently 2023-06-16
Responsibility
- the Customer Service department is responsible for providing both new and existing clients with exceptional service
- they collate and chase documents and claim details to allow claims to be progressed efficiently
- they also support with general office administrative duties where required
Show more +18 - monitoring incoming phone lines for general enquiries/new enquiries/retentions
- setting up new enquiries on our systems and taking initial claim details from clients across all business departments
- chasing documents and other evidence for enquiry files from clients and previous solicitors
- the team are the first point of contact for new clients enquiring about making a claim, as well as existing clients who are wishing to cancel, or with who we have not received contact with in a length of time
- sending, chasing, and giving verbal explanations to clients regarding our CFA and other introductory documents
- the team are there to answer any client concerns and queries surrounding their claim, address and overcome any issues and ultimately get the client back on board
- liaise with referrer companies taking incoming calls and actioning emails
- liaising with litigators to create matters once CFA is received
- amendments of retainers where necessary at the request of the FMS department
- providing advice and referrals for clients requesting assistance frompreviously closed departments such as Probate and Family Law
- assist clients with any concerns they have regarding their claim, including explaining CFA documents and advising clients when they may be in breach of this
- complete outgoing calls and other methods of contact to any clients who have entered the retention process
- flagging any potential complaints to relevant TL/TM’s
- flagging any potential escalated enquiries to relevant Team Leaders and Team Managers
- retain clients who have expressed a wish to cancel their claim or clients who we have been unable to contact
- assist clients with any concerns they have regarding their claim , including explaining funding documents and advising clients when they may be in breach of this of the appropriate next steps
- liaise with file handlers and litigators for any files with urgent deadlines where the client is cancelling or not cooperating
- referring retention clients onto relevant teams to progress their claim once successfully retained
Requirements
- customer service: 1 year
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