Client Care Executive

O v erall 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 M ain 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 T elephones 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. P erson 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