Job Title: Customer Service Representative – New Client Team Enquiries Assistant
Location: Northenden, Manchester
Salary: £18,301.14 basic + Generous Commission (+ £3k OTE)
Job type: Full time, Permanent
Express Solicitors is a top 200 Law firm that specialises in all areas of personal injury including public liability, occupier’s liability, road traffic accidents, employer’s liability, industrial disease, serious injuries and clinical negligence. We pride ourselves in the work we do helping injured people.
We are Law Society accredited and are a Legal 500 Leading Firm for both Personal Injury and Clinical Negligence. Six of our Partners are members of the Law Society Specialist Personal Injury Panel.
Our employees are our most important asset and have been instrumental in helping us recover millions of pounds each year for injured people. No doubt at Express Solicitors we rate skill and ability above all else and our recruitment policy encourages applications from all.
The Role:
Our clients are at the heart of everything we do. Whether it’s face to face, over the phone or online, we aim to go beyond our clients’ expectations by offering them a first-class experience.
Our Customer Service Representatives are the first point of contact in the client’s journey which means we are looking for customer service superstars, who can genuinely connect with our clients, while getting things done.
Express believe that investing and supporting our people, ensures that our clients get the best customer service. You will have the mentorship of a partner, a manger and team leaders who have all have done the job themselves and can offer relatable advice and hands on support.
There will be targets to work towards, but you will be rewarded with achievable commission paid on a monthly basis.
Key Responsibilities:
- Responsible for client experience from first contact until signed up and the file transferred to solicitor.
- Ability to build strong relationships with clients to obtain commitment is paramount
- Calling prospective clients as soon as possible within required service standards
- Obtaining all relevant details of a prospective client’s claim to allow the claim to be assessed
- Working as a team to answer all calls as quickly as possible and deal with any client enquires
- Presenting key information to management, in a concise manner
- Maintaining client files and diary tasks using the firm’s case management system
- Working within a team, providing cross-cover when necessary to ensure excellent client service
About You:
- A customer service background either from retail, call centre or hospitality though a background in financial services, claims management or other professional backgrounds will be an advantage
- Experience of handling customer/client enquires on either the telephone or face to face
- Ability to build solid relationships from initial enquiries to retention
- Strong influencing, negotiating and objection handling skills
- Ability to present relevant information to management in a concise manner
- Proficiency in handling multiple enquiries and managing own time to ensure all enquiries fully pursued
Working Hours:
Either Tuesday – Saturday or Sunday – Thursday
Early Shift: 08.30 – 17.00
Late Shift: 12.00 – 20.00
Saturday – Sunday: 10.00 – 18.00
Bank Holidays: 10.00 – 18.00
The training period will be for five weeks, Monday – Friday from 8:30am – 5:30pm. Upon completion of training, you will work a 2-week shift pattern on an early and late shift as per rota.
Benefits:
- Competitive Remuneration of £18.301.14 basic plus generous commission structure (£3k OTE) with an evening allowance – time and half for working past 6pm if working the shift pattern.
- FTE – 20 days holiday, rising 1 day per year to a max of 23 days, plus bank/public hols.
- 3 holiday buy backs per year after 1 year of service
- Optional pension salary sacrifice scheme after 3 months
- Private medical insurance available after 2 years’ service
- Death in Service – 2 x salary based on annual salary only – eligibility commences when you join the company
- Active social committee, firm pays for trips to e.g. Bowling, Chester Races, Christmas party, Summer Barbecue
- Active training culture and various groups and events such as Diversity & Inclusion
- Netball / Football team, 10km Manchester team and more
- Usual ancillary benefits including Employee Assistance Programme etc.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the relevant experience or job titles of; Customer Services Executive, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Service Administrator, Business Support, Customer Service Advisor, Customer Services Officer will also be considered for this role.
