Client Care Executive

Overall purpose for this role

• To be responsible for the initial calls to new clients, dealing with their queries and gathering information to enable the claim to be submitted; this must be done in a courteous and efficient manner at all times, with an appropriate follow up process
• To manage new enquiries until such a time that they are converted to live cases or rejected, working with the relevant departments as necessary.
• Obtain accurate information and instructions from clients and obtain the necessary documents/evidence to provide preliminary advice
• To provide a reliable and efficient support service to colleagues and assist with general administration of case loads
• To undertake other ad-hoc duties as required from time to time

Main duties and responsibilities

• Contacting new and prospective clients to obtain information regarding their claim and advise of process
• Accurately and succinctly summarising information obtained so as to allow colleagues to progress the claim

File/case management

• Management of new enquiries until appropriate information obtained and claim is passed over to the handler or rejected
• Thorough and accurate preparation of file notes

Telephones

• Deal with clients in a sensitive, professional and competent way; and to pitch all communications with clients at a level appropriate to the individual concerned
• Communicate effectively; be approachable and professional in all dealings
• To  make  full  use  of  the  Case  Management  System  and  ensure  that  all information is appropriately recorded in the system
• To maintain the strictest concern for and awareness  of  the need for  data protection at all tim

Compliance and risk management

• To always maintain the strictest concern for and awareness of the need for GDPR and data protection and in accordance with the Firm's internal policies.
• To immediately report any compliance or risk management concerns to the relevant persons without delay.

This role has varied hours and will require you to start at either 08:30, 09:00, 09:30 or 10:00am. This can be discussed further at interview stage.

Person specification

• Genuine interest to work with a leading claimant law firm and passionate about providing access to justice to all
• Excellent telephone manner
• Ability to communicate accurately, clearly and concisely, both verbally and in writing
• Ability to work in an organised and methodical manner
• Ability to deal sensitively with clients
• Experience in  using  a  variety  of  IT  packages  (MS  Word,  Excel,  Case
• Management Systems, Outlook)
• Ability to work and contribute in a team environment
• Ability to work well under pressure
• Ability to  be  self-sufficient  in  relation  to  administration,  typing  and  IT
• requirements
• Demonstrable understanding of and commitment to client care
• Ability to manage own workload in a busy environment to a consistently high standard
• Resilient and able to deal with challenging situations

About Leigh Day

We are a top 100 law firm committed to claimant-only cases, ensuring that individuals have the same access to justice as the UK Government and large corporations. We're not afraid to take on difficult and challenging cases involving medical negligence, serious personal injuries, discrimination in the workplace, defective products and human rights abuses in this country and overseas.

Benefits 

29 days' holiday per annum inclusive of 4 days' compulsory leave to be taken during the Christmas office closure, plus all public and bank holidays; two weeks' of working elsewhere; contributory pension scheme; life assurance (4 times annual salary); private medical insurance; interest free season ticket loan; childcare vouchers; cycle to work scheme; electric vehicle scheme. Our hybrid working policy for full-time employees is three days in the office and two at home, and we also offer free breakfast and lunch every day for those coming into to the office. 

We also have annual social activities and genuinely pride ourselves on having a supportive and friendly culture.

Commitment to equality, diversity, and inclusion

Leigh Day is committed to the principles of equality, diversity, and inclusion.  We value the diversity of our colleagues, our clients and the third parties with whom we work.  We seek to create an environment where everyone feels included and valued for their unique characteristics, skills and abilities and supported in their needs and responsibilities.

We welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. Please let us know if you would like to discuss any reasonable adjustments at any stage of the application or recruitment process. There is an option to detail this on your application form, however, please just get in touch should you wish to discuss this prior to formally submitting an application. Please note all conversations or disclosures are treated in the strictest confidence.