Paralegal

CEL Solicitors; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job summary

A legal firm in the UK is seeking an experienced Paralegal to manage client caseloads and investigate potential fraud cases. The ideal candidate will have at least 2 years of experience in a high-volume environment, strong communication skills, and a client-centric approach. This role offers competitive benefits, including private health care and generous leave policies.

Benefits

Private Health Care

Enhanced Sickness Entitlement

Enhanced Maternity / Paternity Leave

Death in Service from day one

25 Days Annual Leave + Bank Holidays

Work from Home days

Qualifications

• Minimum 2 years of working experience in a high-volume service delivery environment.
• Ability to achieve targets including telephony targets and complaints closure.
• Exceptional written and verbal communication skills.

Responsibilities

• Manage client caseloads across telephone and email in line with the claim management process.
• Conduct a full root cause analysis review with clients to support the claim process.
• Investigate potentially fraudulent companies and individuals.

Skills

Client-centric approach

Strong verbal and written communication

Objection handling skills

Analytical skills

Proficiency in Customer Relationship Management

Job description

Position Overview

To obtain the successful recovery of compensation for our clients who have fallen victim to APP fraud or who have another valid regulatory complaint, meeting all relevant individual KPIs whilst ensuring effective personal leadership.

Paralegals play a pivotal role within CEL by embodying and advancing our core values.

About You

• Previous experience gained within a high-volume service delivery environment for example Legal Firm, Contact Centre or Banking is preferred and ideally experience gained within the Financial Services or Legal and Banking Sectors; however we will consider candidates from other sectors who can meet the criteria below.
• Minimum 2 Years Working Experience
• Ability to work to tight deadlines and service level agreements
• Ability to analyse and resolve complex complaints via telephone and email
• Client-centric approach with the ability to empathise with clients and ensure the appropriate resolution is delivered
• Passionate about delivering outstanding levels of client satisfaction
• Ability to achieve targets including telephony targets and complaints closure
• Strong verbal and written communication abilities
• Objection handling skills and confidence in delivering difficult outcomes
• Exceptional written and verbal communication skills
• Capacity to process information and tasks with precision and speed
• Proficient in explaining, recommending, and persuading effectively
• Competence in utilising Customer Relationship Management systems

Key Accountabilities

• Responsibilities: Manage client caseloads across telephone and email in line with the claim management process
• Conduct a full root cause analysis review with clients to obtain sufficient evidence to support the claim management process
• Investigate potentially fraudulent companies and individuals, including scammers
• Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities
• Investigate vulnerabilities in financial systems and assess their impact on victims of scams
• Produce a letter of claim on behalf of clients and liaising with Financial teams
• Achieve team and individual targets including productivity and quality
• Handle complaints filed with the Financial Ombudsman
• Adhere to service level agreements both internal and external
• Deliver outstanding levels of client satisfaction

Compensation & Benefits

• Private Health Care
• Enhanced Sickness Entitlement
• Enhanced Maternity / Paternity Leave
• Death in Service from day one of employment
• Bike 2 Work
• Company Bar
• Paid Exam Leave
• Paid Company Parties
• Birthday Day Off
• 25 Days Annual Leave + Bank Holidays
• Christmas Closure (on top of your annual leave allowance)
• Early Finish Fridays
• Work from Home days

CEL Solicitors are experts in no win, no fee civil litigation claims. Everyone at CEL Solicitors is passionate about the law and will go above and beyond to exceed the needs of each client.

At CEL Solicitors, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or CEL Solicitors employees. Be aware that CEL Solicitors will not assume any responsibility for fees incurred due to unsolicited resumes. To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response.