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Job description

About us

Our people are at the heart of everything we do! We take pride in the results gained for our clients and go the extra mile to get justice. Fletchers are an employer of choice, rated a top 80 Law Firm by the Times. Our culture drives our employees to achieve the best, not only for the customers but for their own growth, development, and wellbeing.

So much has happened in the last year at Fletchers:

- We became Fletchers Group following several acquisitions – and have big plans for more growth
- We offered legal colleagues more training contracts than ever before
- Retained excellent rankings with both The Legal 500 and Chambers & Partners
- We opened 2 new office locations in Leeds and Liverpool (alongside Southport and Manchester)
- We launched our first ever Associate and Partner programmes for senior lawyers
- We launched the Fletchers Foundation charity to support injured people

We're seeking friendly, customer-service-focused individuals to join our team of Call Centre Representatives. The ideal candidates will have a strong customer service background and an ability to answer incoming calls from customers in a friendly and helpful manner. Previous customer service experience is essential.

Salary of £19,838 with a realistic OTE of £23,000 - £24,000 per year.

Responsibilities:

· Speaking with the customers via phone and email

· Obtaining and drafting a full timeline of events based on the customer’s instructions in relation to injury claims and be able to be empathetic.

· Developing and maintaining knowledge of claims process for Medical Negligence, RTA, Data Breach and Personal Injury claims.

· Building rapport with customers ensuring all accurate information is taken and entered onto the Proclaim file management system.

· Monitoring own task list making sure all enquiries are contacted daily to chase the customer for instructions

· Ensure individual targets/KPI’s are met monthly

· Follow up customer calls where necessary

· Manage and resolve customer complaints

· Action all post on files and deal with accordingly

· Assisting others with any other duties as and when required

· Liaising with supervisors where necessary

· Adhering to GDPR & Fletchers processes

· Any other ad-hoc duties

Essential Skills and Experience:

· Call Centre experience or customer facing experience

· A willingness to learn and develop

· Excellent verbal, written communication, and telephone skills.

· Exceptional attention to detail

· Team player

· Microsoft Office

· Exceptional customer service skills

· Good listening and organisational skills

· Grade A – C in GCSE English language

· Drive, Ambition, and ability to work to KPI’s/Targets

Job Types: Full-time, Permanent

Salary: £19,838.00-£24,000.00 per year

Benefits:

• Company pension
• Referral programme

Flexible Language Requirement:

• English not required

Supplemental pay types:

• Bonus scheme

Application question(s):

• Ability to commute daily to Manchester City Centre?

Experience:

• customer service: 1 year (preferred)

Work Location: In person

Expected start date: 07/08/2023