Job Title: Customer Support Advisor
Location: Wakefield
Salary: £14,420 + Benefits (pro rata for part time)
The Role
Our Customer Support Advisor team deliver an excellent support service to our customers and business partners, through inbound and outbound calling to ensure the customer journey is always at an optimum.
As a Customer Support Advisor we will look for you provide information or advice when dealing with client queries, ensuring that first-class customer service is provided at all times. You will have the ability to assist customers with all queries in relation to ongoing insurance claims and correctly connect customers to the relevant party to resolve their call.
You will have the ability to accurately record all information captured throughout the claim support process. You will be exceptionally self motivated and conduct yourself professionally at all times.
Key Skills & Experience
- Experience of working in a customer-focused environment with the ability to deliver excellent customer service
- Ability to talk on the phone and use a computer system simultaneously
- Good numeric and literacy skills
- Excellent time management
- Strong verbal communication skills
- Able to remain objective when dealing with individuals and demonstrate an appropriate level of empathy
- High standard of work quality with attention to detail
- Target-driven and results-oriented
- Strong desire to support and challenge individuals within a team
- Maintain a positive, professional attitude at all times
Job Title: Claims Advisor
Location: York or Wakefield
Salary: £14,853 (increasing to £15,914 upon successful completion of 4-month probationary period) + Bonus + Benefits (pro rata for part time)
The Role
Our team of Claims Advisors deliver the best possible front-line support service from within the Contact Centre to our business partners' customers. They effectively liaise with suppliers and insurers to ensure prompt resolution of queries. In doing so, the team seek to ensure an optimum customer journey and identify potential opportunities to retain our customers as Minster Law clients.
As a Claims Advisor, you will be accurately recording and updating all information captured during the claim support process. You will use your excellent time management skills to ensure that all allocated diary entries and call back tasks are completed on time.
In this important role, we will look for you to be self-motivated and decisive with a very professional telephone manner whilst conducting yourself professionally at all times. You will be a part of a busy, friendly team within a fast paced environment.
Key Skills & Experience
- Experience of working in a customer-focused environment with the ability to deliver excellent customer service
- Ability to talk on the phone and use a computer system simultaneously
- Good numeric and literacy skills
- Excellent time management skills
- Excellent verbal communication skills
- Able to remain objective when dealing with individuals and demonstrate an appropriate level of empathy
- High standard of work quality with attention to detail
- Target-driven and results-oriented
- Tenacity
- Strong desire to support and challenge individuals within a team
- Self motivated with an ability to use your own initiative
- Keen desire to learn and develop
- Maintain a positive, professional attitude at all times
Job Title: Team Leader
Location: York or Wakefield
Salary: Circa £21,000 + Bonus + Benefits
The Role
The Team Leader role within our Accident Management team is responsible for managing the team's performance, to ensure that an exceptional customer assistance service is delivered at all times.
We will look for you to apply your positive, high-quality work approach to monitoring performance and ensuring regulatory compliance at all times. You will have an innovative approach to problem solving and possess good communication skills. As a team-oriented individual, you will enjoy working alongside the wider management team in sharing best practice and offering solutions to ensure processes and procedures are reviewed and improved on a regular basis.
This is a busy, challenging environment where providing customers exceptional service is central to everything we do. As such, results-oriented, customer-centric Team Leaders can really make a difference to the overall success of the department.
You will bring a proven track record of managing and motivating individuals into the role. You will act as a role model and lead by example, conducting yourself professionally at all times.
Key Skills and Experience
- Proven experience of working in a Contact Centre environment managing direct reports to achieve business KPI's
- Previous team management experience including performance management and achievement of objectives
- Knowledge of Contact Centre processes and procedures
- Customer-focused and target-driven
- Ability to motivate self and others
- Accountability and responsibility for team performance
- Empathetic and objective approach when dealing with individuals
- Positive and innovative approach to problem solving
- Good Microsoft Word and Excel skills
If you would like to learn more about any of our Customer Support roles and want to send us your details, please email a copy of your CV and covering letter to recruitment@minsterlaw.co.uk. Alternatively, please contact our Recruitment Hotline on 01904 663888 for more information.
