Customer Service

Customer Acceptance Advisor PI

Location: Liverpool

Salary: £Competitive

Contract Type: Permanent

Position Type: Full Time

Working Pattern: 37.5 - Monday - Saturday 8am-8pm - rotational basis

Slater and Gordon are a leading consumer law firm, and our mission is to give people easier access to world class legal services. We are a legal services business powered by technology and led by people that support customers in every step of their case.

Due to our continued success, we are now looking for several dedicated professionals to join our Customer Onboarding Team in Liverpool. This is a fast paced and varied role where you will spend your time on the telephone talking to potential customers regarding their claims, building rapport and gathering information required. We are looking for hardworking, enthusiastic people with a passion for excellent customer service who will live up to the S&G Way.

You will play a key role at Slater and Gordon and will be our customer’s first point of contact within the business. You will influence our customers experience and satisfaction by demonstrating excellent customer service skills and behaviours.

We are committed to investing in your future. We offer fantastic, in-house training that will require your full attendance throughout the first 3 weeks which will be (Monday - Friday 09:00 - 17.30pm) You will then be required to work 5 days, shift pattern rotational between Monday to Saturday 8am to 8pm. Saturday shifts are worked on a rotation with a day in lieu.

The structured induction programme that will allow you to focus on settling into the business, understanding our customers, our values, vision, structure, behaviours, processes, and services. We are looking for people who are highly motivated to learn and have a positive and can-do approach.

At Slater and Gordon Lawyers (UK) we are inclusive. We celebrate multiple approaches and points of view. We believe diversity drives innovation. So, we’re building a culture where difference is valued. Our culture motivates our employees to give their full selves to the job and invest in the company’s future. Our people see value in their work and are eager to do well in their roles. Our values ensure that all our employees are working towards the same goals.

Responsibilities Include:

• Working on a dialler system to manage inbound and outbound customer enquiries
• Understanding the needs of clients, empathising, and providing a high level of client care at all times.
• Engage with customers in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Other duties as requested
• Receiving incoming new enquiry instructions via telephone, email, webchat and capturing data correctly.
• Collating information with high accuracy throughout the initial enquiry capture process
• Contacting clients and obtaining additional information to assist in the appropriate allocation of their file.

About You:

• Excellent communication skills both verbal and written.
• Passionate about delivering exceptional customer service
• Ability to relate to people and build strong working relationships with clients
• Strong organisation and prioritisation skills
• Experience in a contact centre environment is advantageous
• Great attention to detail
• A positive can-do attitude
• A minimum of 5 GCSEs at Grade C (or 4) or above, including English and Mathematics (or equivalent)

Company Values:

Our values provide the framework for how we engage with our colleagues, customers, and stakeholders. These behaviours and values must be demonstrated in the role and across the business.

• We do what we say we will
• We own it, we sort it
• We don’t wait, we create
• We respect and encourage each other
• We make time to live

What we offer in return:

We offer a flexible agile working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance. The opportunity to develop a rewarding and successful career with an award- winning law firm.