Job Description

Job Summary
To deliver an excellent customer journey with key focus on service and attention to detail.
Providing exceptional customer service to our clients, you will be responsible for answering phone calls, identifying case portal type, and providing each customer with the correct contact details in order to discuss their claim, working department emails ensuring they are in the correct files and tea imboxes, as well as being a part of the team effort to help all other team members.
Core Responsibilities

• Answer incoming calls and where necessary direct calls to the correct person/team.
• Provide an excellent level of customer care, ensuring that the right customer and business outcome is optimised and achieved.
• Maintaining clear notes and communications on files, so clear instructions are left for handlers on Proclaim
• Achieve individual and team objectives as agreed with your team manager.
• Contribute to the smooth running of the firm by assisting other members of staff in periods of peak demand with document production, task list management and general administrative duties.
• To undertake any other tasks as deemed relevant and reasonable by the business.

Key Performance Indictors
The following KPIs will apply to you, this is not exhaustive and may change as the business develops:

• Customer Advice/Service Quality
• Call Quality
• Adherence/Compliance SLA's and audit requirement

Your performance will be reviewed through regular one-to-one meetings with your Line Manager.
Person Specification
Essential

• Experience working within a customer service environment whether face to face or over the phone, with a proven track record of delivering excellent client care.
• Experience of working in a fast paced, customer focused and target driven environment.
• Excellent IT skills
• The ability to remain objective when dealing with individuals and demonstrate empathy.
• Excellent time management and attention to detail.
• Strong communication skills, self-motivated and uses own initiative.
• Good numeric and literacy skills, with strong keyboard skills.
• Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives.
• Team Player and acts as a role model to your colleagues, working together to achieve business and team goals.
• Excellent communicator who can amend their style depending on audience and circumstance.

Desirable

• Experience of working in a contact centre environment would be beneficial but not essential.
• Previous experience of managing RTA Claims,
• Looking to develop their career within a law firm specialising in PI
• Experience of insurance and/or PI contact centre environment.

Personal Development
There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law.
Working Hours
Full time hours consist of shifts that average 35 hours across Monday - Friday.
Equal Opportunities
Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.
We're an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status.
You can read more about our commitment to equality and diversity on the Minster Law website.
Please note
The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.
Kingfisher House, Peel Avenue, Wakefield, West Yorkshire WF2 7UA

Skills Required