New Claims Advisor Outbound


Tithebarn Street Liverpool

REFERENCE: 04/22/09
CLOSING DATE: 5/31/2022 12:00:00 AM

Salary: £19,028

Hours of work: 37 hours Mon – Sat: 08.00 – 20.00 Sun: 09.00 – 18.00 

Shift rotation: Lates: 1 week in 4, Weekends: 1 week in 4

Job Purpose:

As a New Claims Advisor within our Legal teams, you will help our customers understand their options and legal rights to assist them in starting a claim to recover financial loss and/or compensation for injuries sustained in a motor accident. You will be required to positively and pro-actively market Carpenters legal services in order to secure new business via a combination of outbound and inbound calls. This role does not encompass cold calling.

Key Duties & Responsibilities:

  • To make outbound and take inbound calls from customers assisting them in utilising their legal expenses insurance or providing options if they did not purchase this product
  • To collate data accurately and effectively
  • To convert referrals into personal injury/ ULR claims by ensuring clients are aware of the services available to them.
  • To provide an excellent customer experience by way of a friendly telephone manner and active listening
  • To provide clear communication to customers and/or their representatives
  • To meet own targets and SLAs
  • To liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
  • To resolve any issues avoiding expressions of dissatisfaction escalating into complaints
  • To contribute towards continuous improvement with generation of ideas
  • To question and challenge peers/managers where processes and procedures do not meet expectations and any activity that does not place customers interests at the heart of how we do business
  • To drive your own development by actively seeking development opportunities
  • To ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
  • To take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
  • To adhere to company policies and procedures
  • To actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Experience & Knowledge:

  • Previous experience working within a telephone-based customer service/contact centre environment
  • Professional approach
  • Outstanding communication and customer service skills
  • Strong written, oral and interpersonal skills
  • Excellent time management and organisational skills
  • A flexible and adaptable attitude to resolving issues
  • An ability to handle objections and proactively market Carpenters legal services
  • An ability to work using own initiative within boundaries
  • An ability to in work in a fast-paced environment
  • An ability to work effectively with people across a wide range of levels and responsibilities
  • Good IT/Keyboard skills
  • Attention to detail
  • Good team working skills

New Claims Advisor Outbound

If you have been referred to this job advertisement by an employee at Carpenters Group please add their name here.