Claims Assistant.

• Responding to a consistently high volume of incoming enquiries that will be processed over the phone and processing those enquiries in accordance with our excellent service standard, values, procedures and guidelines
• Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors
• Building effective relationships with clients by having a natural and genuine yet professional conversation with them
• Building empathy and aligning with clients by asking relevant questions
• Enhancing the customer experience by providing a personal non-scripted and helpful service and tailoring each call to the client’s needs, understanding no two calls are the same and making the process as easy and stress-free as possible
• Learning the relevant knowledge of the law and processes to be able to communicate this to clients in a calm, clear and concise way
• Being able to listen carefully and communicate clearly whilst simultaneously accurately recording information onto our computer system
• Confidently responding to any questions or concerns a client has in a calming and reassuring way then guiding clients through the process from start to finish, and finding the right legal solution for them
• In addition to achieving set key performance targets for both the team and individually, successful applicants will ensure that all enquiries are handled in accordance with service level agreements and Financial Conduct Regulations
• Use of computerised system to accurately record claims from being received to the transfer to solicitors
• Providing accurate work that requires only minimal checks

• A commitment to delivering excellent customer service
• Ability to engage with customers and colleagues
• Excellent listening and verbal communication skills
• Ability to remain calm and objective under pressure
• Ability to build rapport and empathise with clients
• Be self-motivated, confident and proactive
• Ability to work collaboratively with others
• Ability to organise and prioritise work
• Ability to manage time effectively
• Display an attention to detail to be able to carefully and quickly analyse information
• Be professional and friendly at all times
• Ability to talk on the phone whilst simultaneously recording information on a case management system
• Ability to solve problems and use own initiative
• Excellent typing skills

Qualifications:
Desirable:
Minimum of 5 GCSE’s (A to C Grade) which should include Mathematics and English

Qualifications:
Desirable:
Law degree, postgraduate Diploma in Legal Practice or an equivalent qualification