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

Dependent on experience

Hours

Full-time

Location

Huddersfield

Why Join Us?

We have a fantastic team of claims advisors who are at the forefront of what we do. They provide an amazing customer experience from the start of their journey through to putting them in touch with our solicitors who advise on everything from personal injury and medical negligence through to employment issues, conveyancing and contentious civil disputes.

We understand that our people are our business, making a difference to our customers every day. We are committed to developing the team to maintain our outstanding levels of service. Like our customers, each of our people brings their own unique personality. You can expect an outgoing yet professional atmosphere which will enable you to bond quickly with your new work family. We pride ourselves on our friendly and personal approach. Operating ethically at all times, we never cold-call or solicit clients, preferring to promote the First4lawyers brand through our various multimedia marketing campaigns.

Operating from modern, attractive offices in central Huddersfield, we offer first-class working conditions in a friendly, engaging and team-focused environment.

The Role

Claims Advisor

Salary:

Attractive basic salary (depending on experience) plus uncapped monthly performance-related bonus.

Hours:

37.5hrs per week worked across 5 out of 7 days 

(we may consider flexible working arrangements)

Location:

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

We are located in Huddersfield town centre, within easy walking distance of the train and bus stations and a number of car parks.

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 gained 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 are proud of 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 and 2018. We have also been recognised as Claims Management Team of the Year 2015 and for Marketing Campaign of the Year 2015. We are very proud to have received these coveted industry awards.

About the Role

Since launching in 2008, 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 claim and enquiry handlers.

The role is purely phone-based so we are looking for people who are natural communicators, with a warm and friendly manner that enables them to build relationships easily and quickly. As a Claims Advisor, it is rewarding and fulfilling to know you are part of a person’s claim journey, helping that person find the legal solution they need.

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 them
  5. Building empathy and aligning with clients by asking relevant questions, the appropriate use of language and the avoidance of legal jargon
  6. Enhancing the customer experience with First4lawyers by providing a personal non-scripted and helpful service.
  7. Tailoring 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
  8. Learning the relevant knowledge of the law and processes to be able to communicate this to clients in a calm, clear and concise way
  9. Being able to listen carefully and communicate clearly whilst simultaneously accurately recording information onto our computer system
  10. Confidently responding to any questions or concerns a client has in a calming and reassuring way
  11. Guiding clients through the process from start to finish, and finding the right legal solution for them
  12. 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 Authority Regulations
  13. Use of computerised system to accurately record claims from being received to the transfer to solicitors
  14. Selling the benefits to clients about using First4Lawyers service
  15. Providing accurate work that requires only minimal checks

Who Should Apply?

We want to hear from you if you share our passion for delivering excellent customer service and feel you have the right attitude, skills and commitment to join our award-winning team.

Previous experience gained in the legal sector is preferred but not essential. A desire to meet and exceed targets and our exacting service standards are, however, a pre-requisite.

About the Successful Candidates

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

SKILLS
ESSENTIAL

  • A commitment to delivering excellent customer service
  • Ability to engage with customers and colleagues
  • Excellent listening and verbal 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 to be able to carefully and quickly analyse information
  • Be professional and friendly at all times
  • Ability to talk on the phone whilst simultaneously recording information on a case management system

Ability to solve problems and use own initiative

DESIRABLE

  • Excellent typing skills

QUALIFICATIONS
ESSENTIAL

  • Minimum of 5 GCSE’s (A to C Grade) which should include Mathematics and English

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 claim’s management/legal services environment
  • Experience of working in a target-driven and client-focused environment

Values

If you haven’t already got a feeling for what it’s like to be part of the First4Lawyers family then our values will hopefully offer more insight. To be successful in your career at First4Layers, you will demonstrate these values every day:

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 we work hard to ensure we get the right result 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 clients 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 standard 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 needs so that we can add real value.

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

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

  • You will be collaborative in your approach, sharing ideas and helping 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: Head of Personnel at f4ljobs@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