Client Care Executive

Overall purpose for this role

To be responsible for the initial calls to new clients, dealing with their queries and gathering information to enable the claim to be submitted; this must be done in a courteous and efficient manner at all times, with an appropriate follow up process
To manage new enquiries until such a time that they are converted to live cases or rejected, working with the relevant departments as necessary.
Obtain accurate information and instructions from clients and obtain the necessary documents/evidence to provide preliminary advice
To provide a reliable and efficient support service to colleagues and assist with general administration of case loads
To undertake other ad-hoc duties as required from time to time

Main duties and responsibilities

Contacting new and prospective clients to obtain information regarding their claim and advise of process
Accurately and succinctly summarising information obtained so as to allow colleagues to progress the claim

File/case management

Management of new enquiries until appropriate information obtained and claim is passed over to the handler or rejected
Thorough and accurate preparation of file notes

Telephones

Deal with clients in a sensitive, professional and competent way; and to pitch all communications with clients at a level appropriate to the individual concerned
Communicate effectively; be approachable and professional in all dealings
To make full use of the Case Management System and ensure that all information is appropriately recorded in the system
To maintain the strictest concern for and awareness of the need for data protection at all tim

Compliance and risk management

To always maintain the strictest concern for and awareness of the need for GDPR and data protection and in accordance with the Firm’s internal policies.
To immediately report any compliance or risk management concerns to the relevant persons without delay.

Person specification

Genuine interest to work with a leading claimant law firm and passionate about providing access to justice to all
Excellent telephone manner
Ability to communicate accurately, clearly and concisely, both verbally and in writing
Ability to work in an organised and methodical manner
Ability to deal sensitively with clients
Experience in using a variety of IT packages (MS Word, Excel, Case
Management Systems, Outlook)
Ability to work and contribute in a team environment
Ability to work well under pressure
Ability to be self-sufficient in relation to administration, typing and IT
requirements
Demonstrable understanding of and commitment to client care
Ability to manage own workload in a busy environment to a consistently high standard
Resilient and able to deal with challenging situations