Legal Customer Service Advisor - Housing

Reference code: SHONBA

Location: St Helens

Main purpose of the job: Responsible for dealing with all new client enquiries both face to face and over the phone relating to Social Housing, providing advice and quotes when appropriate. To offer excellent client service to all visiting clients and on all calls received 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 Social Housing legal enquiries, over the telephone and in face to face meetings
  • Effectively handle inbound client enquiries quickly identifying client legal requirements.
  • Assessment of public finding eligibility within prescribed criteria.
  • Provide a high level of quality customer service.
  • To build relationships with clients both internally and externally.
  • Carry out any administrative duties to assist in ensuring the case is set up
  • 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
  • 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 

Law Degree (ideally 2.1 or above) or relevant work experience

Desirable

Legal Practice course 

Desirable
Experience

 

Experience of dealing with high volume inbound telephone calls 

Essential

Experience of working in a customer service environment 

Essential

Strong background in both face to face and telephone service roles

Essential

Experience of providing basic legal advice 

Desirable

Experience of working within the Legal Sector, specifically within Housing 

Desirable

Experience in office/admin work and dealing with clients over the telephone 

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

Demonstrates knowledge of aspects of Housing law

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 listening skills.

Essential

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