Customer Experience Advisor (9-Month FTC)

ExamWorks Investigation Services Limited; Bolton; Hybrid; GBP 24,000 - 29,000; Full time

Job summary

ExamWorks Investigation Services Limited is seeking a Customer Services Co-Ordinator in Bolton for a 9-month fixed-term contract. The role acts as the first point of contact for solicitors, insurers, medical suppliers and claimants, delivering outstanding customer service and resolving enquiries efficiently.

You will handle calls, provide updates, and maintain case records while building strong client relationships in a fast-paced environment.

Qualifications

• Excellent verbal and written communication skills.
• Confident and professional telephone manner.
• Strong customer service focus with a genuine desire to help others.
• Excellent problem-solving abilities.
• High level of accuracy and attention to detail.
• Good IT and system skills.
• Ability to work independently and manage workloads effectively.
• Ability to remain calm and perform well under pressure.
• Positive attitude and a strong team-player mentality.

Responsibilities

• Handle incoming and outgoing telephone calls professionally and efficiently.
• Respond to customer, client and expert enquiries, including more complex case-related queries.
• Provide regular updates and ensure customers are informed throughout the case journey.
• Deliver first-call resolution wherever possible by taking ownership of enquiries.
• Build strong relationships with clients, customers and experts.
• Accurately update case management systems and maintain detailed records.
• Develop a thorough understanding of case types, processes and the litigation journey.
• Identify recurring issues and suggest improvements to reduce repeat contact.
• Resolve complaints at the earliest opportunity or escalates appropriately.
• Complete assigned tasks within required timescales.
• Participate in training and development opportunities.
• Contribute positively to team objectives and support colleagues when required.

Skills

Excellent communication

Telephone etiquette

Customer service

Problem solving

Attention to detail

IT skills

Work under pressure

Team player

Tools

Case management system

Job description

ExamWorks Investigation Services Limited is seeking a Customer Services Co-Ordinator in Bolton for a 9-month fixed-term contract. The role acts as the first point of contact for solicitors, insurers, medical suppliers and claimants, delivering outstanding customer service and resolving enquiries efficiently.

You will handle calls, provide updates, and maintain case records while building strong client relationships in a fast-paced environment.