Customer Resolution Advisor (Legal)


Tithebarn Street Liverpool

REFERENCE: 06/22/04
CLOSING DATE: 7/15/2022 12:00:00 AM

Job Purpose:

Handle customer legal queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered;

Ensure customers are treated fairly and in accordance with all Company policies and procedures;

Monitor the Customer Resolution Team (CRT) results to ensure there is a continual contribution to the firm’s quality of all services offered.

Key Duties and Responsibilities:

  • Assist with the administration and investigation of all customer legal queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the customer query
  • Contact customers by all appropriate means to gain a full understanding of their query in order to progress the issue to a fair outcome and resolution as quickly as possible
  • Keep up to date with all legal developments and procedures
  • Ensure customer expectations are met, if not exceeded at all times
  • Support the business in providing quality and meaningful customer resolution data
  • Assist in the identification of any risk, training or performance needs

Experience and Knowledge:

  • Experience in the conduct of personal injury claims and litigation
  • A strong awareness of good customer service and Treating Customers Fairly
  • Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution
  • Excellent interpersonal and communication skills, both written and oral
  • Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines
  • Strong IT/case management skills


  • An understanding of insurance claims handling processes
  • Ability to interpret information, identify risk and provide feedback in a clear and concise manner
  • A customer service qualification or a willingness to undertake progress towards a recognised and relevant qualification


  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • 2 x Volunteering days to support charitable initiatives
  • Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
  • Medicash cash plan – claim back dental / physio / optical appointments
  • My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
  • Discounts and cash back on travel and shopping through Medicash extras
  • Life Assurance Scheme (4 x salary)
  • Pension scheme
  • Funded driving theory test (in relevant role)
  • Active network of Wellbeing Champions – providing mental health support
  • Training and development opportunities
  • Funded social events to connect with your colleagues
  • Dress for your day policy

Customer Resolution Advisor (Legal)

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