Job Description

MAIN PURPOSE OF THE ROLE
The Legal Services Assistant is responsible for the management and resolution of consumer and lender client complaints and enquiries relating to service delivery and valuation challenges. This includes identifying potential legal claims and ensuring that these are resolved correctly, accurately record all customer complaints and claims to ensure resolution is reached within the agreed Service Level Agreement (SLA)
KEY ACTIVITIES
Managing the PI database (CIMON)

• Logging consumer and lender enquiries, complaints, claims and outcomes.
• Producing within SLA monthly and quarterly reports required by the business.
• Producing ad-hoc reports and dealing with complaint/claim related enquiries.

Customer complaints

• Liaising with consumers and lender clients to investigate and resolve complaints from inception to resolution, in conjunction with support from other business stakeholders.

Co-ordination

• Assisting with daily tasks within the team diary, co-ordination and preparation for team meetings etc.
• Managing the preliminary stages of PI claims including correct classification and initial stages of investigation including arranging re-inspections and independent reports to assist other members of the team or take conduct in the investigation and verification of complaints and claims.

Ensure department and company objectives are met / exceeded

• Ensure a professional end to end service delivery is
• Update and make contact on all cases within the clients required
• Understand and comply with all company and department policies.
• Undertake other duties as

Advocate for the Company; exemplary attitude to work; professional.
Demonstrates flexibility to meet the changing needs of our clients, the team, and the company.
Enjoys working under pressure and responds well to deadlines. Organised and focused. Consistently exceeds client service expectations.
Team player. Volunteers and positively contributes to enhancing team performance.
Courteous, helpful, loyal and professional; proactive in finding solutions; goes the extra mile.
Empathetic, thoughtful and considerate of others.
Meticulous approach to work with a keen eye for detail. Will examine all aspects of a scenario before deciding on the best course of action.
Pro-active in identifying and escalating issues.
Excellent communicator. Can communicate on all levels.
Actively seeks self-development.
Ability to multi task and utilise a variety of IT systems and resources.
Use of Microsoft software packages.
Previous office experience desirable but not essential. Excellent written and verbal communication skills.

Skills Required