Client Care Executive (Medical Negligence Triage Team)

We are looking for new team members for our Medical Triage team within our New Client Enquiries (NCE) team. As the first point of contact for new prospective clients, you'll play a vital role in shaping their experience and guiding them through the early stages of their legal journey with Leigh Day. Our clients come to us during some of the most challenging moments of their lives, with this particular team handling enquiries for our clinical negligence department.  

We welcome applicants from a wide range of backgrounds who are looking for a meaningful career with a firm that is committed to making a real difference to the lives of vulnerable individuals.

This role may particularly suit those with experience in healthcare settings, such as nursing or care, who are interested in transitioning to an office-based environment and applying their medical knowledge within a legal context. It may also appeal to recent school leavers or graduates with some experience in client- or customer-facing roles (in any context).

We are looking for individuals who are confident engaging with new people, can work well within a team and understand the importance of that first touchpoint with our clients. Many of our NCE Executives have also gone on to build long-standing careers at Leigh Day, with opportunities to progress into more senior roles within the team or explore wider career paths in both our legal and business management departments.

 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

What you'll bring 

• Genuine interest to work with a leading claimant law firm and passionate about providing access to justice to all
• Experience in a healthcare setting would be highly advantageous (e.g. nursing or care)
• Call centre experience is helpful however any client/customer facing experience could be transferable, whether in retail, hospitality or professional services
• Excellent telephone manner with ability to speak to clients from a wide range of backgrounds
• 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  be  self-sufficient  in  relation  to  administration,  typing  and  IT requirements
• Ability to manage own workload in a busy environment to a consistently high standard
• Resilient and able to deal with challenging situations under pressure
• Demonstrable understanding of and commitment to client care

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 

Our comprehensive benefits package includes:

• Hybrid working (typically 2-3 days from home for a full time worker)
• 29 days annual leave (excluding public holidays)
• Enhanced pension contributions
• Life assurance 4 x salary
• Healthcare cash plan
• Cycle to Work scheme
• Discounted gym membership
• Enhanced maternity & paternity pay
• Electric car scheme

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.