Onboarding Team Member - PI (Liverpool)

Medical Law Services; Liverpool; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Bonus scheme

35 days holiday incl bank holidays

Pension scheme with tax-efficient pay

Life Assurance

Medicash dental/optical cover

Enhanced sick pay

Enhanced maternity/paternity/IVF

Flexible working

Social events

Monthly vouchers

Job summary

Fletchers Group in Liverpool is offering a role on our Onboarding Team. The successful candidate will support clients through the initial sign-up process, managing daily communications by phone and email, with a focus on accuracy and client service.

The position features a hybrid work pattern with initial in-office training and a flexible, supportive environment. You will join a growing law firm with a strong emphasis on wellbeing, development, and a structured bonus scheme.

Qualifications

• Call centre experience or customer facing experience.
• Willingness to learn and develop.
• Excellent verbal, written communication, and telephone skills.
• Exceptional attention to detail.
• Team player.
• Proclaim file management system experience (if applicable).

Responsibilities

• Communicating with clients daily via phone and email.
• Managing and developing relationships with clients.
• Developing knowledge of the claims process for Personal Injury cases.
• Explaining funding and insurance information.
• Liaising with the legal team to progress cases.
• Amending sign up forms where required.
• Ensuring accurate information is entered into the Proclaim system.

Skills

Call centre experience

Customer facing experience

Willingness to learn

Verbal communication

Written communication

Attention to detail

Team player

Microsoft Office

Tools

Proclaim

Job description

Location: Liverpool/Hybrid

Salary: £24,479

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 6 weeks)

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

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 long service award the 3 days after your 5 th , 7 th, and 9 th 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


• Enhanced 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

Main Responsibilities for the role:

• Communicating with clients daily, managing and developing relationships with clients via phone and email.


• Developing and maintaining knowledge of claims process for Personal Injury Cases


• Understanding and discussing our funding and insurance information.


• Communicate with our legal team where necessary to progress cases.


• Make amendments to our sign up/ 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

The ideal candidate will have:

• 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

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

About Fletchers Group

Fletchers is a fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, we’ve evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.

We aspire to be the best place to work in the legal sector.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.

At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles and Partnership.

We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we don’t just talk about development — we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.

We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.

Join us and be part of a law firm that’s not only growing, but redefining what it means to work in legal services.

Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, signed up to BITC's Race at Work charter, and working towards Henpicked's Menopause and Menstrual Friendly accreditations.

Fletchers Group is proud to be a Disability Confident Committed scheme member.

If you do require any support or reasonable adjustments during the process, please contact us.