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Client Onboarding Team Member

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Client Onboarding Team! Location Southport/ Hybrid- Salary £19,838 plus Incentives and Bonus!

At Fletchers we offer clear pathways for progression into a Legal, Operations or Leadership roles!

If you are looking for a great company and a career that offers clear pathways for Progression, whether you are looking for a Legal, operations or Leadership roles, Fletchers can support you and your goals.

We are looking for a team member to join the Client Onboarding Team, someone who can communicate well with clients via phone and email and who are able to gather information from the client in a sensitive, empathetic, and organised way. At Fletchers the most important thing about any personal injury or medical negligence claim is the individual at the centre of it all. The role is an important one because it involves being one of the first points of contact for the client and helping them to take the first steps to rebuilding their life.

Call centre experience is desirable but not essential, if youre currently studying or have a law degree, like to help people, are good at communication via phone and email this could be the role for you!

Our Client Onboarding team help thousands of people each month who believe they have suffered from a medical mistake. They are responsible for explaining all the important funding and insurance information to the clients and guiding them through the sign-up process once their case is accepted for further investigation. The team deal with the full spectrum of clients, incidents, and injuries from surgical errors to cosmetic and dental issues, all the way through to serious, life changing negligence. It is a great introduction to Medical Negligence law. Throughout every call, empathy and client care are always of the utmost importance. We are privileged those clients have trusted us with their potential case.

In return Fletchers can offer:

• Competitive salary
• Monthly Incentives
• Bonus scheme (subject to targets being met)
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some Dental, optical and other medical expenses.
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment.
• Enhanced company sick pay scheme
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events
• Monthly voucher awards

Our People:

We have golfers, runners, video game heroes, movie buffs, musicians, and every other variety of people. We have family people, single people, happy people, you will find a friend here! We have a recommendation scheme, bring your friends along and get yourself a referral fee for each one! 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. We believe that diversity drives innovation, we are all different people aiming for the same goal to get our customers the compensation they deserve. Our culture drives our employees to achieve the best, not only for the customers but for their own growth, development, and wellbeing.

This is a great opportunity for someone looking for a career, come in and check us out, worst case scenario- you find out all the things we say are true (which you will) and you are a perfect fit. Do not be scared of change you have to move on and grow we encourage it here a Fletchers with loads clear pathways for progression. If you have got the talent, ambition and focus and are looking for a stimulating and rewarding career with the opportunity to grow and develop, a workplace where you are a valued member of the team and not just a number, we would love to hear from you!

Role Profile:

Main Responsibilities:

• Speaking with clients via phone and email.
• Confirming all personal details on file ensuring we have the correct information for our legal documents allowing us to progress their case to the legal team for investigation.
• Developing and maintaining knowledge of claims process for Medical Negligence.
• Understanding and discussing our funding and insurance information.
• Answer any queries or concerns our clients may have independently where possible with the use of our in-house FAQ document.
• Communicate with our legal team where necessary to progress cases.
• Make amendments to our sign up/ medical consent forms where required.
• Building rapport with clients 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 client for instructions.
• Work well together in a team environment.
• Ensure individual targets/KPIs are met monthly.
• Follow up on client calls & emails where necessary.
• Manage and resolve client 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 as requested by your Team Leader or Head of Department

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 KPIs/Targets

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates