Legal Services Advisor

Job Description

Since opening their doors over 15 years ago, my client is committed to helping customers deal with any legal issues they may have. They are the largest independent legal marketing firm who have a passion for customer success. They work with a variety oflaw firms across the UK and go from strength to strength each year.Due to success, they are currently looking to recruit two Legal Service Advisors on a full time and permanent basis.This is the perfect role for someone with customer service experience in any setting or someone wanting to start out their career in a busy and fast paced environment!The main responsibilities of a Legal Service Advisor include:

• Responding to a consistently high volume of incoming enquiries that will be processed over the phone
• Processing those enquiries in accordance with our excellent service standard, values, procedures and guidelines
• Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors
• Building effective relationships with clients by having a natural and genuine yet professional conversation with them
• Building empathy and aligning with clients by asking relevant questions
• Enhancing the customer experience by providing a personal non-scripted and helpful service
• Tailoring each call to the client’s needs, understanding no two calls are the same and making the process as easy and stress-free as possible
• Learning the relevant knowledge of the law and processes to be able to communicate this to clients in a calm, clear and concise way
• Being able to listen carefully and communicate clearly whilst simultaneously accurately recording information onto our computer system
• Confidently responding to any questions or concerns a client has in a calming and reassuring way
• Guiding clients through the process from start to finish, and finding the right legal solution for them In addition to achieving set key performance targets for both the team and individually, successful applicants will ensure that all enquiries are handledin accordance with service level agreements and Financial Conduct Regulations
• Use of computerised system to accurately record claims from being received to the transfer to solicitors
• Providing accurate work that requires only minimal checks

Experience needed:

• A commitment to delivering excellent customer service
• Ability to engage with customers and colleagues
• Excellent listening and verbal communication skills
• Ability to remain calm and objective under pressure
• Ability to build rapport and empathise with clients
• Be self-motivated, confident and proactive
• Ability to work collaboratively with others
• Ability to organise and prioritise work
• Ability to manage time effectively
• Display an attention to detail to be able to analyse information carefully and quickly
• Be always professional and friendly
• Ability to talk on the phone whilst simultaneously recording information on a case management system
• Ability to solve problems and use own initiative
• Minimum of 5 GCSE’s (A to C Grade) which should include Mathematics and English

Due to the amount of response we receive, unfortunately we are not able to give feedback to individuals, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. By applying to thisadvertisement, you are hereby giving consent for Jo Holdsworth Recruitment to hold your details for a 30 day period and contact you via any method of contact you have listed on your application.(Jo Holdsworth Recruitment - Recruitment Agency)