Claims Intake & Client Care Advisor

Contact Web Ltd; Banbury; On-site; GBP 21,000 - 27,000; Full time

Job summary

Contact Web Ltd is recruiting for Client Care Advisors to join a growing team within a well-established legal services environment in Banbury, United Kingdom.

You will be the first point of contact for individuals seeking help with potential personal claims, taking initial instructions, assessing viability and guiding clients through the next steps with empathy and professionalism. You will work to support clients while meeting team KPIs and complying with company processes.

Qualifications

• Experience in a customer service, advisory or intake role.
• Excellent communication and listening skills.
• Confident, consultative approach with ability to influence outcomes.
• Empathetic, patient and professional manner.
• Ability to build trust and rapport quickly.
• Strong attention to detail and organisational skills.
• Comfortable working in a target-driven environment.
• Experience within legal services, personal injury or regulated environments.
• Experience taking initial client instructions and assessing potential claims.
• Experience supporting vulnerable customers.

Responsibilities

• Handling inbound and outbound calls with prospective clients.
• Taking initial client instructions and accurately assessing potential claims.
• Building rapport and confidence with clients through professional and empathetic conversations.
• Gathering key information to determine claim suitability.
• Explaining the claims process clearly and encouraging clients to progress with their claim where appropriate.
• Managing cases in line with company processes and compliance standards.
• Maintaining accurate records using Proclaim and other internal systems.
• Working towards individual and team KPIs, including enquiry conversion and quality standards.

Skills

Customer service

Communication

Active listening

Empathy

Regulated environment

Claims knowledge

Tools

Proclaim

Job description

Contact Web Ltd is recruiting for Client Care Advisors to join a growing team within a well-established legal services environment in Banbury, United Kingdom.

You will be the first point of contact for individuals seeking help with potential personal claims, taking initial instructions, assessing viability and guiding clients through the next steps with empathy and professionalism. You will work to support clients while meeting team KPIs and complying with company processes.