Helpline Advisor

Reference Code:

CSCHLA

Location:

Wigan

Main purpose of the job:

Responsible for dealing with new business enquiries and providing advice when appropriate. To offer excellent customer service on all calls and proactively convert sales opportunities and maximise cross selling opportunities on a day to day basis.

Responsible to:

Department manager

Main key result areas

  • Provide prompt and accurate advice on various legal enquiries over the telephone
  • Effectively handle inbound customer enquiries quickly identifying customer legal requirements.
  • Provide a high level of quality customer service.
  • To build relationships with clients both internally and externally
  • Proactively promote the Stephensons brand to prospective clients to maximise all sales and cross selling opportunities.
  • Prioritise and manage own workload effectively.
  • Maintain internal records on case management in relation to all enquiries handled
  • Assess funding and implement were appropriate, CFA’s, LEI, LH, LA and PP
  • Compliance with client care and complaints procedures in order to minimise the risk of negligence and comply with Law Society Rules

Direct reports:

None

Person specification

Qualifications

 

Minimum qualifications - 5 G.C.S.E’s or equivalent at grade C, including Maths and English, (relevant work experience may be considered as an alternative)

Essential

Experience

 

Experience of dealing with high volume telephone calls

Essential

Experience of customer service in an inbound call service environment

Essential

Experience of providing basic legal advice

Desirable

Knowledge and skills

 

Excellent telephone manner and customer care skills

Essential

Excellent organisation and time management skills

Essential

Good keyboard and  I.T. skills

Essential

Excellent interpersonal skills to build and maintain positive relationships

Essential

Stephensons client complaints rules and client care procedures

Desirable

Experience of using a case management system

Desirable

Experience of time recording and basic costs knowledge 

Desirable

Personality / Other Qualities

 

Ability to work as part of a team but be able to work under own initiative when required

Essential

Ability to work productively amidst frequent interruptions and remain calm under pressure

Essential

Professional, confident and approachable manner showing tact and diplomacy at all times

Essential

Discretion and the ability to work in a highly confidential environment

Essential

Demonstrates an adaptable and flexible attitude

Essential

Highly motivated and customer care focused

Essential

Excellent key listener

Essential

Please do not send enquiries to the department manager of the specific team.