Customer Service Advisor

Slater and Gordon are a leading consumer law firm, and our mission is to give people easier access to world class legal services. We are a legal services business powered by technology and led by people that support customers in every step of their case.

We are currently recruiting for a talented Customer Advisor to join our first class, Customer Advice department, in Liverpool. This is an exciting opportunity for someone who is passionate about the work they do, the service they provide and getting the best results for their clients.

The Existing customer support team is to provide great customer service when managing client enquiries via in/outbound calls and webchat. First point of contact resolution is key to ensure our clients’ needs are met Right First Time

This is an office based role and the hours are Monday to Friday, 8.00am – 4.30pm/9.00am – 5.30pm

The Customer Specialist Advisor will work within our Customer Advice function servicing and taking accountability for our specialist customer enquiries including but not limited to Serious Injury, Clinical Negligence and Union members.

The Customer Specialist Advisor’s role is to service and be a main point of contact for customers for our specialist and more complex claims. Through inbound/outbound calls, investigative work and collaboration across the business, the team will facilitate the acceptance or rejection of these claims. The department holds delegated authority to offer legal services using internal business rules.

A Customer Specialist Advisor is responsible for ensuring as many clients as possible are offered in–house legal services.

DUTIES:

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  Handling inbound and outbound calls in order to take initial information and fact find on cases where further information is required
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  Ensure all calls are answered within agreed timeframes and SLAs
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  Assessment of specialist claims to ensure cases are accepted or rejected within internal business guidelines, along with legal and insurance principles
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  Collating, reviewing and summarising file information from potential clients in order to support decision making
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  Liaising with fee earners where required to seek additional advice on the viability of cases
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  Accepting or rejecting claims based on evidence gathered
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  Carrying out fraud checks to flag or check any cases where credibility or fraud concerns are apparent
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  Ensure that all customer data is entered and stored confidentially to minimise breaches of data

What we offer in return:

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  The Liverpool office has fantastic transport links, and we offer all our employees free parking, working in a scenic location with beautiful views along the waterfront

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  We want our employees to have a great work life balance, which is why we have a 37.5 hour working week, and you work from home when you work a Saturday

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  25 days holiday allowance per year, plus the option to purchase an extra 5 days

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  Pension scheme, health cash plan, life assurance and income protection insurance

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  The opportunity to develop a rewarding and successful career with an award- winning law firm, countless opportunities for career progression and fantastic monthly incentives

Company Values: We do what we say we will. We own it. We sort it. We don’t wait, we create. We respect and encourage each other. We make time to live

For further enquiries relating to this vacancy please contact: