This is a fantastic opportunity to join a dynamic legal team that is proud to deliver first class legal services with a workable model post Personal Injury Reforms. This is a hugely customer facing role offering frontline client contact supported by our ground-breaking technology and case management software.
Your role will be to effectively and productively support and assist the Road Traffic Accident Fee Earners, Official Injury Claims Team and wider department in running their case load. To uphold excellent customer service and support the client for the duration of their claim.
Your KPI’s:
· Ensure all incoming calls answered promptly
· Prioritising Tasks in line with the Legal Assistant Bott Way
· Providing Excellent Customer Service
· Ensure all urgent tasks are dealt with daily.
· Consistently aim for 10 outgoing calls per day.
No tasks older than 5 working days in the to do list.
Key Tasks:
- Provide general administrative and clerical support and ensure tasks are carried out with the appropriate prioritisation
- · Dealing with inbound and outbound phone calls; providing clear advice and support to clients together with Insurers, Solicitors, Courts and other third parties
- · Dealing with inbound full instruction calls via the source hunt groups and acting as an overflow when needed. This includes call backs.
- · Upholding customer service standards of call handling measured by quarterly call reviews.
- · Inputting data accurately
- · Ensuring payment requests are raised accurately
- · Participation and engagement during in-house training sessions
- · Able to assist in identifying own training needs and following the correct channels to request training
- · Be confident in bringing any error in process or areas for improvement to the attention of your Line Manager
- · To liaise with external agencies and suppliers
Education or equivalent:
· GCSE Maths and English
· Law A-Level – desirable but not required
Experience:
o Experience in the use of Visualfiles or similar claims management system – desirable but full training will be provided
o Experience of working in a legal environment
o Customer service experience
o Experience in Call Handler legal role
Skills:
o The ability to work under pressure
o The ability to multitask
o Excellent prioritisation and planning skills
o Excellent time management
o A flexible attitude
o A strong team player
o Excellent customer service skills
o Confident and professional telephone manner
o Good communication skills
o Active listening skills
o The ability to tailor communication dependent upon the recipient
o Attention to detail and accuracy
o A professional demeanour
o Positive attitude and focussed
The hours are 37.5 hours per week on a variable shift pattern, including some weekend work. You will be based in the Office with the opportunity to have 1 day working from home once you have passed your probationary period.
Bott and Co offer a comprehensive benefits package which includes a generous bonus scheme paid monthly, pension scheme, summer and Christmas parties. Alongside this, you will be entitled to 23 days holiday per annum, rising to 25, after 1 years service plus bank holidays.
From day one, you'll have access to our structured Learning & Development Framework, designed to support your progression throughout your career. As you develop, you'll complete a range of role-specific training modules covering topics such as Introduction to Personal Injury Law, Introduction to Litigation, Understanding Medical Reports and other key professional skills. The programme combines classroom training, e-learning and practical workshops to give you the confidence, knowledge and practical experience needed to progress through the business.
For more information and employee testimonials on what it is like to work at Bott and Co, please visit our LinkedIn Bott Life page - https://www.linkedin.com/company/bott-and-co/life
Bott and Company is an equal opportunities employer.
Bott & Co Solicitors Ltd will not accept any applications via recruitment agencies. If you wish to apply please do so via the directions above.
Job Types: Full-time, Permanent
Pay: £25,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Referral programme
Experience:
- Customer service: 2 years (preferred)
Work Location: Hybrid remote in Wilmslow SK9 1HG
