Our client is a growing law firm, and they are seeking a Case Handler to join their busy Case Administration team.
The successful Case Handler is responsible for contacting clients to discuss their claim, and to explain the process. Sending out a sign up pack and ensuring it is returned within a strict time frame, once it's returned you will be responsible for checking all information/documents etc. are included before submitting to the panel Solicitors. You will have gained B2C experience in a customer service environment, dealing with the public on a day to day basis. Being a good negotiator, it is essential that you work to achieve targets / KPI's. You will be required to attend briefings and meetings with other team members and build relationships with both internal and external stakeholders. You will have a strong focus on meeting and exceeding company expectations and have a high drive for continuous improvement and delivering an exceptional customer experience.
Making outbound calls to assess client needs and progress a claim through our process to a returned pack
To take inbound calls as and when required
Advise clients regarding the process and charges
Accurate data Input
Achieving weekly / monthly targets with regard to packs returned
Meeting minimum standards and Key Performance Indicators (KPI's)
To communicate effectively at all levels ensuring excellent working relationships are developed and maintained
To implement and maintain effective working practices in a team environment ensuring that all company standards are maintained
Responsible for continuous personal development, undertaking relevant training as and when appropriate
Contribute suggestions to improve the efficiency and effectiveness of the call centre
Highlight immediate or on-going issues and suggest possible solutions
Any other duties as reasonably required
Proven ability to work under pressure and deliver challenging targets
Working to tight deadlines
Consultative customer service experience with excellent negotiation skills
Strong understanding of exceptional customer service and consumer engagement techniques and ability to demonstrate application of knowledge
Proven ability to communicate with senior key stakeholders both internally and externally
Good interpersonal skills
Proven ability to deal calmly and professionally with challenging situations
Excellent organisational skills
Excellent administrative skills
Evidence of high level of attention to detail
Experience of working in an ever changing, fast paced environment
Highly motivated team player with the ability to work with all levels of personnel
A real zest for life, enthusiasm and a positive attitude
Continuously strives to proactively enhance all aspects of team performance.
Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and end deliverables of the call centre
Must be able to work in a pressurised environment that is subject to continuous change.
Ability to be flexible in approach to working methods and appreciate the requirements of the business
Organised and methodical.
Excellent level of appearance, manner and conduct.
Acts with credibility and integrity.
Has a strong desire to learn and improve knowledge
High level of accuracy & literacy
Flexible and available to work 5/6 days Monday to Saturday to a maximum of 35 hours per week