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27 days ago
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First Response Advisor


Carpenters Law
Location: North West, Merseyside, Liverpool, Birkenhead, Wirral
Job type: Permanent
Contact: Recruitment
Category: Admin Jobs, Call Centre Jobs, Customer Service Jobs
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Purpose of the Job:

  • To take the initial instruction from the insured party
  • To successfully convert accident claims into personal injury referrals by insuring the clients are aware of the services available to them.

Principal Responsibilities:

  • To take inbound calls from clients in order to assist them in utilising their insurance policy to report a claim
  • Meet departmental service level agreements for telephone efficiency, productivity and conversion as agreed by Head of First Response
  • Collate data accurately and effectively by maintaining professional call handling techniques including all aspects of communication skills in a timely manner
  • Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the clients claim notification
  • Adhere to all the firms policies and procedures
  • To maintain at all times good professional and ethical standards in dealing with clients and other persons of interest
  • To ensure the confidentiality off all the Firms and Clients documentation and information
  • Work within remit of Work Force Management System

Communication:

  • To be available to Team Managers to deal with any ad hoc issues that may arise.
  • To refer on to other appropriate managers any matters or issues which are outside the scope of your responsibility.
  • Actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies.

Personal Specification:

Knowledge, Experience and Skills Required:

  1. Previous Customer Service skills/experience
  2. Strong written, oral and interpersonal skills
  3. Experience of Personal Injury or Insurance
  4. Experience of working with a case management system
  5. an ability to work using own initiative within boundaries
  6. an ability to work effectively with people across a wide range of levels and responsibilities
  7. Good IT/Keyboard skills
  8. good attention to detail
  9. Good team working skills

Personal development:

  • To develop and maintain the relevant skills necessary to provide successful and effective first response service
  • To participate in training sessions when required.

Purpose of the Job:

  • To take the initial instruction from the insured party
  • To successfully convert accident claims into personal injury referrals by insuring the clients are aware of the services available to them.

Principal Responsibilities:

  • To take inbound calls from clients in order to assist them in utilising their insurance policy to report a claim
  • Meet departmental service level agreements for telephone efficiency, productivity and conversion as agreed by Head of First Response
  • Collate data accurately and effectively by maintaining professional call handling techniques including all aspects of communication skills in a timely manner
  • Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the clients claim notification
  • Adhere to all the firms policies and procedures
  • To maintain at all times good professional and ethical standards in dealing with clients and other persons of interest
  • To ensure the confidentiality off all the Firms and Clients documentation and information
  • Work within remit of Work Force Management System

Communication:

  • To be available to Team Managers to deal with any ad hoc issues that may arise.
  • To refer on to other appropriate managers any matters or issues which are outside the scope of your responsibility.
  • Actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies.

Personal Specification:

Knowledge, Experience and Skills Required:

  1. Previous Customer Service skills/experience
  2. Strong written, oral and interpersonal skills
  3. Experience of Personal Injury or Insurance
  4. Experience of working with a case management system
  5. an ability to work using own initiative within boundaries
  6. an ability to work effectively with people across a wide range of levels and responsibilities
  7. Good IT/Keyboard skills
  8. good attention to detail
  9. Good team working skills

Personal development:

  • To develop and maintain the relevant skills necessary to provide successful and effective first response service
  • To participate in training sessions when required.

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