About the job

Job Description

Job Title: Customer Services Advisor

Job Type: Full time, Monday to Friday 9am – 5pm.

Department: New Business Team

Location: This position is open for blended working environment – with working from home supported along with some attendance at the offices in Perth CBD as required.

Salary $ DOE

About the Company 

Accident Claims Lawyers is a law firm with a mission to help Western Australians get better financial support following and accident that was not their fault. We have brought together a team of legal professionals committed to work closely with clients to get compensation they deserve.

When joining Accident Claims Lawyers, you will be encouraged to contribute to the team ethos. We are in a period of continued growth, and we are looking for dynamic, hard working and driven people to join our business for the exciting journey ahead.

Main responsibility of the role

  • Manage inbound and outbound calls from / to new clients in timely customer focused manner, delivering the highest levels of customer service and client care. All call related tasks are managed in accordance with the Service Level Agreement in place with the Customer.
  • Conduct all administration providing an excellent service to the Customer. Specific tasks are managed in accordance with the Service Level Agreement in place with the Customer.
  • Enter new client information into the system.
  • Update client information that already exists in the system as and when required.
  • Follow communication scripts to ensure successful completion of calls, responding to any enquiries from the caller in a timely and customer focused manner.
  • Identify and escalate any calls which don’t follow the agreed script.
  • Ensure all skills are utilised to assist in client retention and the completion of a new business vetting call or task.
  • Meet the agreed team service level agreements for telephone handling, quality and client care.
  • Adherence to a case management system, ensuring all actions are completed in a timely fashion.
  • Any other ancillary duties pertaining to the job as required by the Company.

Key Accountabilities

  • Manage inbound and outbound calls from / to new clients in timely customer focused manner, delivering the highest levels of customer service and client care.
  • Conduct all administration providing an excellent service to the Customer.
  • Ensure all skills are utilised to assist in client retention and the completion of a new business vetting call or task.
  • Meet the agreed team service level agreements for telephone handling, quality and client care.

Skills & expertise required

  • Proven skills to an excellent standard in customer service with the ability to demonstrate a pleasant but assertive manner
  • Previous experience working within a telephone based role
  • Experience in administrative work
  • Ideally experience in sales of client retention
  • Ability to exercise high standards of client care in a professional and pleasant manner
  • Attention to confidentiality and security of all the Company’s and client documentation and information
  • Holds excellent interpersonal skills to ensure good working relationships with external institutions and organisations
  • In order to successfully deal with potential difficult situations the successful candidate must have tact and resilience
  • An effective communicator, both orally and in writing, having a good command of written English
  • Personally efficient and well organised
  • Excellent IT skills.

Benefits

Saving time on a daily commute, and money, this role will be working remotely from home, with occasional travel to our Perth CBD offices as and when required only. Working hours will be Monday – Friday 9am – 5pm.

We are offering a competitive salary, plus substantial benefits as part of your package including.

  • Full support to set up working from home, including providing necessary equipment and furniture.
  • Gym allowance to pay for membership at a gym of your choice.
  • Access to Employee Assistance Programmes for professional assistance with physical, mental and financial health.
  • Annual leave at 20 days per annum, rising to 25 days per annum per annum after 1 years service.
  • Superannuation scheme.
  • Social events, team events and team building throughout the year.
  • Training support offered.