Customer Service Advisor - Retentions Sheffield, England
Job description
The Customer Service department is responsible for providing both new and existing clients with exceptional service.
The team are the first point of contact for new clients enquiring about making a claim, as well as existing clients who are wishing to cancel, or with who we have not received contact with in a length of time. They collate and chase documents and claim details to allow claims to be progressed efficiently. The team are there to answer any client concerns and queries surrounding their claim, address and overcome any issues and ultimately get the client back on board.
They also support with general office administrative duties where required.
· Monitoring incoming phone lines for general enquiries/new enquiries/retentions
· Setting up new enquiries on our systems and taking initial claim details from clients across all business departments.
· Chasing documents and other evidence for enquiry files from clients and previous solicitors.
· Sending, chasing, and giving verbal explanations to clients regarding our CFA and other introductory documents.
· Assist clients with any concerns they have regarding their claim, including explaining CFA documents and advising clients when they may be in breach of this.
· Liaise with referrer companies taking incoming calls and actioning emails.
· Liaising with litigators to create matters once CFA is received.
· Amendments of retainers where necessary at the request of the FMS department.
· Providing advice and referrals for clients requesting assistance frompreviously closed departments such as Probate and Family Law.
· Complete outgoing calls and other methods of contact to any clients who have entered the retention process.
· Retain clients who have expressed a wish to cancel their claim or clients who we have been unable to contact.
· Liaise with file handlers and litigators for any files with urgent deadlines where the client is cancelling or not cooperating.
· Flagging any potential complaints to relevant TL/TM’s.
· Monitoring files from the point of retention to either successful retainment or closure.
· Dealing with all other general customer queries and ad-hoc administrative duties.
Job Types: Full-time, Permanent
Salary: £18,964.40-£19,800.00 per year
Benefits:
- Casual dress
Schedule:
- Monday to Friday
Work Location: In person
