Job Title: New Client Team Enquiries Assistant
Location: Northenden, Manchester
Salary: up to £21,000 (comprising of a base salary of NMW with an evening allowance – time and a half for working past 6pm working the alternate week shift pattern and uncapped commission but average earnings £3,000 per annum.
Working Hours:
Early Shift (alternating): 08.30 – 17.00
Late Shift (alternating): 12.00 – 20.00
Saturday – Sunday
(1 fixed day each week) : 10.00 – 18.00
Bank Holidays (if applicable): 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.
The start date for this role will be 10th January 2022 and you need to be available to start then.
The Company:
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 and are therefore incredibly important too, 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, so you will have the mentorship of a partner, a manager and team leaders who have all come through the ranks. 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.
- Responsible for client experience from first contact until signed up and the file transferred to a solicitor. The 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
Person specification:
- 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 in 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 are fully pursued.
Benefits:
- FTE – 23 days holiday, rising 1 day per year to a max of 26 days, plus bank/public hols.
- 3-holiday buybacks 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, the 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; Team Assistant, Contact Centre Executive, Call Centre, Customer Service, Contact Centre Executive, Contact Centre Adviser, Service Executive, PA will also be considered for this role.
