Client Care Advisors

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

We are currently recruiting for Client Care Advisors to join a growing and supportive team within a well-established legal services environment.

This is a rewarding opportunity where you will be the first point of contact for individuals seeking support and guidance regarding potential personal claims. You will take initial client instructions, assess the viability of each claim, and help clients understand the next steps in the process. By building trust, asking the right questions and providing an excellent first impression, you will play a key role in converting enquiries into successful claims while ensuring every client is treated with empathy, professionalism and respect.

Key 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

What We're Looking For

• Previous experience in a customer service, contact centre, advisory or client intake role
• Excellent communication and listening skills with the ability to handle sensitive conversations
• A confident, consultative approach with the ability to positively 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, claims or other regulated environments
• Experience taking initial client instructions and assessing potential claims
• Experience supporting vulnerable customers