About Us
We are a rapidly growing legal firm based in Manchester City Centre, specialising in financial litigation and consumer credit claims. We support clients across a range of claim types, including Plevin/PPI, motor finance, and secret commission claims, providing a professional and customer-focused service throughout their legal journey.
Role Overview
We are looking for a motivated, empathetic, and customer-focused Customer Service Advisor to join our growing team. As a key point of contact for our clients, you will provide outstanding support throughout the claims process, ensuring every customer receives a professional and positive experience. You will manage inbound and outbound communications, guide clients through legal questionnaires, assist with account management, and respond to customer queries.
A key part of the role is customer retention. You will speak with clients who wish to cancel their agreement after the cooling-off period, taking the time to understand their concerns, identify any vulnerabilities, resolve issues where possible, and explain the options available to them. You'll balance empathy, compliance, and excellent customer service while working towards retention targets.
Key Responsibilities
- Deliver exceptional customer service to all clients.
- Make outbound calls to existing clients and handle inbound enquiries from introducers.
- Complete legal questionnaires to assess claim eligibility.
- Explain our legal services and guide clients through the claims process.
- Manage customer accounts, ensuring documentation is completed and returned promptly.
- Respond to customer enquiries via phone and email in a professional and timely manner.
- Handle cancellation requests with empathy, identifying customer concerns and offering appropriate solutions where suitable.
- Build strong relationships with clients to improve engagement and retention.
- Maintain accurate customer records using our CRM system.
- Meet individual and team performance and customer service targets while maintaining compliance.
The ideal candidate will have:
- At least 2 years' experience in a customer service role.
- Experience within financial services, debt management, IVA, PPI, or legal claims (desirable).
- Excellent communication and active listening skills.
- Strong negotiation and objection-handling abilities.
- A customer-first approach with the ability to build rapport quickly.
- Good organisational skills and attention to detail.
- Confidence using Microsoft Office and CRM systems.
- The ability to work in a fast-paced, target-driven environment.
- A positive attitude, resilience, and a willingness to learn.
What We Offer
- Competitive salary with a quarterly bonus scheme.
- Company pension.
- Employee Benefit Scheme
- Supportive and friendly team environment.
- Regular company events.
- Dress Down Fridays.
- Excellent transport links to our Manchester City Centre office.
- Ongoing training and development opportunities.
- Flexible shift pattern (office open 9:00am–7:30pm, Monday to Friday, with some evening shifts balanced by shorter working days).
Job Type: Full-time
Benefits:
- Company events
- Company pension
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 2 years (preferred)
Work Location: In person
