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

1. 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
2. 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.
3. 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.