About the role
We are a growing law firm looking for confident and ambitious Legal Claims Assessors to join our team.
You will be the first point of contact for prospective clients who have enquired about making a legal claim. Your responsibility will be to understand their circumstances, gather the relevant information and complete an initial assessment to establish whether their case may meet the firm’s acceptance criteria.
This is a telephone-based role combining customer service, detailed fact-finding and sales. You must be able to build trust quickly, ask the right questions and confidently guide suitable clients through the onboarding process.
Full training will be provided.
Key responsibilities
- Contact prospective clients who have enquired about making a claim
- Conduct detailed telephone assessments to understand the circumstances of each potential case
- Gather accurate information and supporting evidence
- Assess enquiries against the firm’s case acceptance criteria
- Explain the claims process, funding arrangement and next steps clearly
- Discuss relevant terms and conditions with prospective clients
- Obtain completed client care documents and any required authority forms
- Request and collect supporting documents from clients
- Maintain accurate and detailed records on the firm’s case-management system
- Manage callbacks and follow up with prospective clients promptly
- Progress suitable enquiries into fully completed and compliant client files
- Identify vulnerable clients and follow the firm’s appropriate support procedures
- Escalate complex cases or legal questions to an appropriately qualified member of the team
- Work towards individual and team targets for completed assessments, signed clients and fully completed case packs
- Follow all firm policies, scripts, regulatory requirements and quality standards
What we are looking for
- Confident and professional telephone manner
- Strong fact-finding and questioning skills
- Excellent listening and communication skills
- The ability to explain information clearly and simply
- Confidence handling concerns and objections
- A persuasive approach without placing customers under pressure
- Strong attention to detail and accurate record keeping
- The ability to manage multiple enquiries and callbacks
- A target-driven attitude while maintaining high compliance standards
- Resilience, discipline and a strong work ethic
- A professional, empathetic and non-judgemental approach
Experience
Previous experience in one or more of the following would be advantageous:
- Legal claims or legal services
- Claims assessment
- Housing disrepair claims
- Personal injury claims
- Financial mis-selling or motor finance claims
- Telephone sales
- Customer onboarding
- Contact-centre environments
- Regulated financial or professional services
Previous legal experience is preferred but not essential. Full training will be provided to candidates who can demonstrate strong communication skills, commercial awareness and the right attitude.
Performance expectations
You will be expected to:
- Complete accurate and thorough client assessments
- Meet agreed enquiry to client conversion targets
- Achieve targets for signed clients and completed case packs
- Maintain high call-quality and compliance scores
- Manage callbacks effectively
- Keep accurate and complete case notes
- Provide prospective clients with a professional experience
- Maintain excellent attendance, punctuality and reliability
What we offer
- Competitive basic salary
- Performance-related commission
- Comprehensive training
- Regular coaching and development
- Clear targets and progression opportunities
- Opportunities to progress into senior assessor, quality assurance or team-management roles
- A fast-paced and ambitious working environment
Important information
This position involves completing initial claim assessments and client onboarding. Legal Claims Assessors must not provide legal advice unless they are suitably qualified and authorised to do so. Any legal questions must be referred to the appropriate member of the firm.
How to apply
Please apply with your CV and briefly explain your experience in telephone sales, legal services, claims assessment or customer onboarding.
If you are confident on the telephone, motivated by targets and capable of delivering an excellent client experience, we would like to hear from you.
Pay: From £28,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
