Onboarding Team Member - CN (Southport)

Fletchers Solicitors Limited; Sefton; Hybrid; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Bonus scheme

35 days holiday incl bank holidays + 3

Pension with salary sacrifice

Life Assurance

Medicash policy

Company sick pay

Maternity/Paternity IVF schemes

Flexible working

Social events

Job summary

Fletchers Solicitors Limited is seeking an Onboarding Team Member to support clients through the initial sign‑up process. The role is based in Southport with an initial office period for training, followed by hybrid working.

You will handle daily client communications, learn the claims process, and collaborate with the legal team to onboard cases. The position offers a 35‑hour week, a hybrid working environment, and a favourable benefits package including pension, life assurance, and other

Qualifications

• Call centre or customer-facing experience required.
• Excellent verbal and written communication skills.
• Exceptional attention to detail and accuracy.
• Team player with collaborative approach.
• Proficient in Microsoft Office suite.
• Strong telephone etiquette and customer service focus.

Responsibilities

• Communicate with clients daily by phone and email to manage relationships.
• Develop knowledge of claims process for Medical Negligence.
• Explain funding and insurance information to clients clearly.
• Coordinate with legal team to progress cases.
• Update sign up/medical consent forms as needed.
• Input accurate client information into Proclaim system.
• Track tasks daily and chase for required instructions.
• Support the onboarding of high-value cases with the legal team.
• Complete conflict checks when required.
• Assist teams to onboard clients efficiently.

Skills

Call Centre

Customer service

Attention to detail

Team player

Verbal communication

Written communication

MS Office

Job description

Onboarding Team Member - CN

Location: Southport/Hybrid

Office attendance expectation: Initial period in the office for training, followed by hybrid working.

Working hours: 35 hours - Monday to Sunday on a rota basis (1 weekend work in 4 weeks)

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Team.

The successful candidate will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent customer service. They will be responsible for onboarding clients by providing step by step support to the clients during the initial sign-up process.

Salary: £24,479

Location: Southport/Hybrid

Office attendance expectation: Initial period in the office for training, followed by hybrid working.

Working hours: 35 hours - Monday to Sunday on a rota basis (1 weekend work in 4 weeks)

The successful candidate will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent customer service. They will be responsible for onboarding clients by providing step by step support to the clients during the initial sign-up process.

In Return Fletchers Can Offer

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you reach the maximum long service awards which are awarded after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards for winning nominees

Main Responsibilities

• Communicating with clients daily, managing and developing relationships with clients via phone and email.
• Developing and maintaining knowledge of claims process for Medical Negligence.
• Understanding and discussing our funding and insurance information.
• Communicate with our legal team where necessary to progress cases.
• Make amendments to our sign up/ medical consent forms where required.
• Building rapport with clients ensuring all accurate information is taken and entered onto the Proclaim file management system.
• Monitoring own task list making sure all enquiries are contacted daily to chase the client for instructions.
• Any other ad-hoc duties as requested by your Team Leader or Head of Department
• Obtaining Further information from clients regarding their potential claim
• Complete Conflict checks
• Assisting the legal teams to onboard high value cases

Essential Skills And Experience

• Call Centre experience or customer facing experience.
• A willingness to learn and develop.
• Excellent verbal, written communication, and telephone skills.
• Exceptional attention to detail
• Team player
• Microsoft Office
• Exceptional customer service skills

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Solicitors

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.

More information about us can be found on our website.

Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.