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Customer Response Advisor

Our Client, based in Wakefield, are looking for Customer Service Advisors to join their ever-growing team.

£7.85 per hour

The Job Role
• Contact clients within agreed service levels and provide advice and information on the claims procedure
• Accurately assess claims for both liability and injury.
• Provide an excellent level of client care, ensuring that the right client and business outcome is optimised and achieved.
• Deal with personal injury compensation claims at the outset and be competent of procedures and timescales.
• Call clients within agreed SLAs for each work provider.
• Make outbound calls to new Legal Services clients and deal with incoming telephone enquires wherever possible.
• Complete the claims notification form on behalf of the client and submit to the Third Party insurers within agreed SLAs to generate fee income.
• Ensure all claims are conflict searched before they are accepted into Legal Services.
• Arrange medical appointments for clients with agreed providers.
• Obtain all relevant information from new clients ensuring these are detailed correctly.
• Advise, inform and support new client through the claims process.
• Provide a risk assessment of case prospects and injury status’s to support the filter of cases which should not be dealt with in Legal Services.
• Achieve individual and team objectives on a monthly basis as agreed with your team manager.
• Contribute to the smooth running of the firm by assisting other members of staff in periods of peak demand with document production, task list management and general administrative duties.
• To undertake any other tasks as deemed relevant and reasonable by the business

The Person
• Experience working within a customer service environment, with a proven track record of delivering excellent client care.
• A basic understanding of the personal injury claims reporting process.
• Experience of working in a fast paced, customer focused and target driven environment.
• The ability to remain objective when dealing with individuals and demonstrate empathy.
• Excellent time management and attention to detail.
• Strong communication skills, self-motivated and uses own initiative.

• Experience of working in a contact centre environment, ideally with an understanding of the Personal Injury or motor claims industry.
• Good numeric and literacy skills, with basic keyboard skills.
• Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.

Recruitment & Employment Confederation Investors in people Crime stoppers 0800 555 111 WACCL - Supporting Wakefield Districts Children & Young People Wakefield Works Halifax RLFC
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