Claims Advisor

We are seeking to expand our claims team to continue our record of success and growth. Successful applicants will work as members of a supportive team and will manage new client claims

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Role

Claims Advisor

Starting Salary

£17,500 - OTE £21,000

Hours

Full-time

Location

Huddersfield

About us

First4Lawyers is the UK’s largest independent Claims Management Company and a thriving organisation, specialising in the full range of legal services underpinned by our background in personal injury and clinical and medical negligence law.

We have a clear vision to be the UK’s number one legal services provider and we believe the way we will achieve this is through our friendly customer service-driven people. 

We really do love what we do and have a trophy cabinet fit to burst with awards. We won our first award in 2012 for Claims Management Company of the Year. The awards kept coming and coming following this and we have been recognised as Claims Management Company of the Year in 2013, 2015, 2016, 2017. We have also been recognised as Claims Management Team of the Year 2015 and Marketing Campaign of the Year 2015. We also reached the Investors in People Gold Standard in 2015.

We were delighted to continue our winning streak with another win at the Personal Injury Awards 2018, for Claims Management Company of the Year, where we showed that we offer an "effective claims handling service which has a reputation across the industry and have managed to maintain their position and consolidate as market leaders". 

As you can see from our awards, we pride ourselves in delivering first-class customer service. We do this by talking to our customers on the same level, opening conversations, discovering details of their accident and injury and how it impacts them day-to-day.

Because we truly value the efforts of all our people, we do everything we can to ensure that working with us is as enjoyable and rewarding an experience as possible. It's not just about the salary and benefits, it's about knowing you’re part of an organisation that is committed to doing the right thing.

We are a great place to work and we are committed to the continual development of our people to ensure we always deliver a first-class service to our clients.

Our team is one of the reasons why we’re sure you’ll enjoy working with us.

Like our customers, each of our people brings their own unique personality to the job. You can expect an outgoing yet professional atmosphere which will enable you to bond quickly with your new work family.

Job location

Permanent House, 1 Dundas Street, Huddersfield, West Yorkshire HD1 2HE

Located in Huddersfield town centre, we are conveniently located close to the motorway network and within walking distance of the railway station, meaning we are within easy commuting distance of Leeds, Wakefield, Sheffield, Bradford, Dewsbury, Halifax, York and Manchester.

About the role

Since launching in 2008 and recruiting our first staff in 2010, we have grown from strength to strength and we are looking to expand our claims team to continue our record of success and growth. Successful applicants will work as members of a supportive team and will be our first response claims handlers, managing new client claims and enquiries. The role is purely phone-based so we are looking for people who are naturally warm and friendly on the phone. With our continued growth in the personal injury market and our expansion into other consumer-focused legal services including matters such as employment law, conveyancing and wills and probate, you will gain vast amounts of experience through talking to people about their claims. As a Claims Advisor, it is rewarding and fulfilling to know you are part of a person’s claim journey, helping that person get justice.

The role involves:

  1. Responding to a consistently high volume of incoming enquiries that will be processed over the phone
  2. Processing those enquiries in accordance with our excellent service standard, values, procedures and guidelines
  3. Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors
  4. Building effective relationships with clients by having a natural and genuine yet professional conversation with each person and being able to build empathy and align with each client by asking appropriate and relevant questions, the appropriate use of language and the avoidance of legal jargon
  5. Enhancing the customer experience with First4lawyers by providing a personal non-scripted, positive and helpful service. You will be able to tailor 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
  6. Learning the relevant knowledge of the law and claims processes to be able communicate this to clients in a calm, clear and concise way
  7. Being able to listen carefully and communicate clearly by asking relevant and appropriate questions whilst simultaneously accurately recording information onto our computer system
  8. Confidently responding to any questions or concerns a client has in a calming and reassuring way
  9. Guiding clients through the claim process from start to finish, enabling them to access the compensation they are entitled to
  10. In addition to achieving set key performance targets for both the team and individually, successful applicants will ensure that all enquiries are handled in accordance with service level agreements and Financial Conduct Regulations
  11. Use of computerised system to accurately record claims from being received to the transfer to solicitors
  12. Selling the benefits to clients about using First4Lawyers service through our friendly, caring and tailored service
  13. Providing accurate work that requires only minimal checks

Who Should Apply

Do you have a passion for delivering excellent customer service in a performance-driven environment and want to be a part of a family-orientated team who works hard to get help clients get access to justice? If working for an award-winning Claims Management Company appeals to you then we would love to hear from you.

Applications from law and non-law graduates are welcomed. We are looking for candidates who are genuine people people, with shining personalities – people who can demonstrate empathy, rapport and professionalism and are able to have a natural open conversation with people over the telephone.

To be a successful claims advisor you will need to show a commitment to delivering excellent frontline customer service.

About the successful candidates

The successful candidates must demonstrate a record of achievement against the following criteria:

QUALIFICATIONS
(DESIRABLE)

  • Law degree, postgraduate Diploma in Legal Practice or an equivalent qualification

 

PROFESSIONAL EXPERIENCE
(DESIRABLE)

  • Experience of assessing or handling personal injury claims within a claims management / legal services environment
  • Experience of working in a target-driven and client-focused environment

 

SKILLS
(ESSENTIAL)

  • A commitment to delivering excellent customer service
  • Ability to engage with customers and colleagues
  • Excellent listening and 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
  • Be professional and friendly at all times
  • Ability to talk on the phone whilst simultaneously recording information on a case management system
  • Working knowledge of Microsoft Office package, especially Word and Excel
  • Ability to solve problems and use own initiative

 

SKILLS
(DESIRABLE)

  • Excellent keyboard / typing skills

Successful candidates will also be able to demonstrate their personal behaviour and approach matches First4lawyers’ values as outlined below;

 

Quality
We are committed to delivering excellence in everything we do. The quality of our work exceeds expectations.

  • You will be driven to deliver, go the extra mile and be open to learning and continual self-development.

 

Professionalism
At First4Lawyers we do what we say. We are knowledgeable, organised and efficient and work hard to ensure we go the extra mile for our clients.

  • You will be proactive and do what you say. You will be a role model and able to ‘grasp the nettle’

 

Respect
We value and support our client and our colleagues and treat everyone with dignity and respect.

  • You will listen to others and value diversity

 

Integrity
We work with the utmost integrity and accountability. Our stated values are reflected in our day-to-day behaviours. We set the standards in the industry and we do not cold-call.

  • You will be open and honest, approachable, fair and reasonable

 

Client focus
We put the client first. We are passionate about what we do. We are committed to learning about our clients and their businesses so that we can add real value.

  • You will value our clients and be able to build effective partnerships

 

Team work
At First4Lawyers we work as one team to deliver excellent results.

  • You will be collaborative in your approach, share ideas and help colleagues to achieve targets and goals

 

What happens next?

If you’re interested in working with us and want to develop your career in an exciting and rewarding environment, please apply by emailing a covering letter and CV detailing what you will bring to this role to: HR Manager at lawcareers@first4lawyers.com

Please note: due to the volume of applications we receive, if you haven’t heard from us within four weeks, you should assume that you have not been successful on this occasion.

First4Lawyers is an equal opportunities employer and treats applications solely on merit.

Staff testimonials

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    Claims Advisor - “My role is constantly on the go – talking customers through their circumstances and assessing their suitability to claim. It requires a combination of listening skills, patience and empathy, as well as the ability to explain things in plain English without the legal jargon."

    Lydia Hesling, Claims Team