Customer Service | Claims

Our client is looking for a Client Services Coordinator who will be acting as first point of contact for all new client enquiries, new clients reporting and providing exceptional level of client service.

Accountabilities & Tasks

Client Service

Undertake all new client enquiries, respond in a timely manner, and identify if we can assist them (Phone calls, Walk-in new clients, contact emails, website, new enquiries via all social media platforms, claims check and lawyer referrals.)

Ensure all new clients have a first call resolution where possible.

Book in the new client after discussing relevant questions, enter the client’s details into the system and enter each client into the report.

Provide a one-on-one client service that is tailored to each client with a high level of confidentiality.

Prepare new client packs with authorities to be ready for when the client has their face-to-face appointment

Process monitoring and improvement

Identify gaps and support the enhancement of the new client enquiry module in Law Master when needed.

Collect and monitor client referral intelligence across all sites/departments.

Ensure the referral channel list is accurate and up to date.

Prepare reports as requested by partners and management.

Training

Support in the training of the new client enquiry module to new and existing employees

Relevant qualification in business or law, or currently studying

Extensive customer service experience in a professional/call centre environment ideal.

Intermediate level skills in Microsoft Office including Word, Power Point and Excel

Ability to use videoconferencing such as Zoom and Microsoft Teams.

Knowledgeable in the use of databases or at least aptitude to learn and adopt new systems and technologies quickly.

Organisational skills/attention to detail

Proven self-starter ability, operate diligently without direct supervision.

Proven ability to work in a high paced environment.

Demonstrated ability in producing quality documents and maintain records which are complete, concise and error free.

Ability to stay composed and empathetic while managing the complexities of each inquiry.

Communication skills verbal and written

Time Management skills

Judgement and problem solving

Proven ability to maintain confidentiality and make appropriate judgements pertaining to sensitive information.