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    Case Handler

  • Job type: Permanent
  • Sector: Customer Service
  • Location: Prescot, Merseyside
  • Salary: £18000 - £19000 per annum
  • Date posted: 17/11/2017
  • Job reference: CMS029743'2002_1510927410

Our client is a growing law firm, and they are seeking a Case Handler to join their busy Case Administration team.

The successful Case Handler is responsible for contacting clients to discuss their claim, and to explain the process. Sending out a sign up pack and ensuring it is returned within a strict time frame, once it's returned you will be responsible for checking all information/documents etc. are included before submitting to the panel Solicitors. You will have gained B2C experience in a customer service environment, dealing with the public on a day to day basis. Being a good negotiator, it is essential that you work to achieve targets / KPI's. You will be required to attend briefings and meetings with other team members and build relationships with both internal and external stakeholders. You will have a strong focus on meeting and exceeding company expectations and have a high drive for continuous improvement and delivering an exceptional customer experience.

Main responsibilities:

Making outbound calls to assess client needs and progress a claim through our process to a returned pack

To take inbound calls as and when required

Advise clients regarding the process and charges

Accurate data Input

Achieving weekly / monthly targets with regard to packs returned

Meeting minimum standards and Key Performance Indicators (KPI's)

To communicate effectively at all levels ensuring excellent working relationships are developed and maintained

To implement and maintain effective working practices in a team environment ensuring that all company standards are maintained

Responsible for continuous personal development, undertaking relevant training as and when appropriate

Contribute suggestions to improve the efficiency and effectiveness of the call centre

Highlight immediate or on-going issues and suggest possible solutions

Any other duties as reasonably required


Proven ability to work under pressure and deliver challenging targets

Working to tight deadlines

Consultative customer service experience with excellent negotiation skills

Strong understanding of exceptional customer service and consumer engagement techniques and ability to demonstrate application of knowledge

Proven ability to communicate with senior key stakeholders both internally and externally

Good interpersonal skills

Proven ability to deal calmly and professionally with challenging situations

Excellent organisational skills

Excellent administrative skills

Evidence of high level of attention to detail

Experience of working in an ever changing, fast paced environment

Highly motivated team player with the ability to work with all levels of personnel

A real zest for life, enthusiasm and a positive attitude

Continuously strives to proactively enhance all aspects of team performance.

Ability to work on own initiative with little or no daily supervision whilst maintaining high accountability for the progress and end deliverables of the call centre

Must be able to work in a pressurised environment that is subject to continuous change.

Ability to be flexible in approach to working methods and appreciate the requirements of the business

Organised and methodical.

Excellent level of appearance, manner and conduct.

Acts with credibility and integrity.

Has a strong desire to learn and improve knowledge

High level of accuracy & literacy

Flexible and available to work 5/6 days Monday to Saturday to a maximum of 35 hours per week