Customer Service Representative Job at 360 Resourcing Solutions (Liverpool)

Job Description

As a Customer Service Representative within our Outbound team, 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 proactively 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.

Job Responsibility

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
Collate data accurately and effectively
Convert referrals into personal injury/ ULR claims by ensuring clients are aware of the services available to them
Provide an excellent customer experience by way of a friendly telephone manner and active listening
Provide clear communication to customers and/or their representatives
Meet own targets and SLAs
Liaise with external companies and internal departments in a timely and professional manner in order to effectively process the customers claim
Resolve any issues avoiding expressions of dissatisfaction escalating into complaints
Contribute towards continuous improvement with generation of ideas
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
Drive your own development by actively seeking development opportunities
Ensure customers and the business are kept safe through compliance to all procedural and regulatory legislation as required by SRA
Take responsibility for your own actions ensuring you keep up to date with all communications, processes and procedures
Adhere to company policies and procedures
Actively and positively promote and represent the Carpenters group throughout the firm, and to external bodies

Requirements

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 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

What we offer

22 days plus bank holidays or day in lieu
Hybrid working model
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
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

360 Resourcing Solutions - All Job Offers