Onboarding Team Member - PI (Southport)

Fletchers Solicitors; Sefton; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

35 days holiday a year including bank

Pension scheme with salary sacrifice

Life Assurance Policy

Medicash policy

Enhanced sick pay

Flexible working environment

Bonus scheme

Monthly voucher awards

Job summary

Fletchers Solicitors Ltd is expanding its Onboarding Team in Southport, offering a hybrid working pattern after an initial in-office training period. The role focuses on guiding clients through the sign-up process and maintaining positive client relationships.

You will communicate daily by phone and email, develop knowledge of Personal Injury claims processes, and work with the legal team to progress cases.

Qualifications

• Call Centre experience or customer facing experience.
• Excellent verbal and written communication and telephone skills.
• Exceptional attention to detail and team player attitude.
• Proficient in Microsoft Office and customer service mindset.

Responsibilities

• Communicating with clients daily, managing and developing relationships via phone and email.
• Developing and maintaining knowledge of claims process for Personal Injury cases.
• Understanding and discussing funding and insurance information.
• Coordinate with the legal team to progress cases.
• Make amendments to sign up/forms as required.
• Build rapport with clients and record information on Proclaim.
• Monitor task lists and chase clients for instructions daily.
• Perform any other duties as requested by the Team Leader or Head of Department.

Skills

Call Centre experience

Customer facing experience

Willingness to learn

Communication skills

Attention to detail

Team player

Microsoft Office

Customer service

Tools

Proclaim

Job description

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 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.

Onboarding Team Member - PI

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)

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.

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
• Exceptional customer service skills

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

In Return Fletchers Can Offer

• Competitive salary
• 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 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
• 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

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 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 work across England, with offices currently in Manchester, Liverpool, Leeds, Bolton, Southport, Newcastle, Reading, Birmingham, Northampton and Cambridge. We believe we offer our colleagues the best hybrid and flexible working practices, balancing working from home with time collaborating and socialising with colleagues in our modern offices.

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, and we are signing up to other diversity standards to reflect our ethos.