Client Care Executive - Leigh Day : Job Details

Overall purpose for this role

• To be responsible for the initial calls to new clients, dealing with their queries and gathering information to enable the claim to be submitted; this must be done in a courteous and efficient manner at all times, with an appropriate follow up process
• To manage new enquiries until such a time that they are converted to live cases or rejected, working with the relevant departments as necessary.
• Obtain accurate information and instructions from clients and obtain the necessary documents/evidence to provide preliminary advice
• To provide a reliable and efficient support service to colleagues and assist with general administration of case loads
• To undertake other ad-hoc duties as required from time to time

Main duties and responsibilities

• Contacting new and prospective clients to obtain information regarding their claim and advise of process
• Accurately and succinctly summarising information obtained so as to allow colleagues to progress the claim

File/case management

• Management of new enquiries until appropriate information obtained and claim is passed over to the handler or rejected
• Thorough and accurate preparation of file notes

Telephones

• Deal with clients in a sensitive, professional and competent way; and to pitch all communications with clients at a level appropriate to the individual concerned
• Communicate effectively; be approachable and professional in all dealings
• To  make  full  use  of  the  Case  Management  System  and  ensure  that  all information is appropriately recorded in the system
• To maintain the strictest concern for and awareness  of  the need for  data protection at all tim

Compliance and risk management

• To always maintain the strictest concern for and awareness of the need for GDPR and data protection and in accordance with the Firm's internal policies.
• To immediately report any compliance or risk management concerns to the relevant persons without delay.

Person specification

• Genuine interest to work with a leading claimant law firm and passionate about providing access to justice to all
• Excellent telephone manner
• Ability to communicate accurately, clearly and concisely, both verbally and in writing
• Ability to work in an organised and methodical manner
• Ability to deal sensitively with clients
• Experience in  using  a  variety  of  IT  packages  (MS  Word,  Excel,  Case
• Management Systems, Outlook)
• Ability to work and contribute in a team environment
• Ability to work well under pressure
• Ability to  be  self-sufficient  in  relation  to  administration,  typing  and  IT
• requirements
• Demonstrable understanding of and commitment to client care
• Ability to manage own workload in a busy environment to a consistently high standard
• Resilient and able to deal with challenging situations