Senior Service Advisor

Red-Recruitment; Bicester; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Full training provided

Supportive environment

Opportunities to develop within a grow

Meaningful work

Job summary

Red Recruitment is recruiting a Senior Service Advisor to join a well-established and growing legal services organisation in Banbury.

You will be the first point of contact for individuals seeking guidance regarding potential personal claims, delivering empathetic, compliant service while guiding enquiries toward successful outcomes.

Qualifications

• Experience in customer service, contact centre, advisory or client intake.
• Excellent communication and listening skills.
• Ability to handle sensitive conversations with empathy.
• Consultative approach to influence outcomes.
• Experience in legal services or regulated environments desirable.

Responsibilities

• Handling inbound and outbound calls with prospective clients
• Taking initial client instructions and assessing potential claims
• Building trust and rapport through professional and empathetic conversations
• Gathering information to determine whether a claim is suitable
• Explaining the claims process and next steps
• Encouraging clients to progress with their claim
• Managing enquiries and cases in line with internal processes and compliance
• Maintaining records using Proclaim and other systems
• Working towards KPIs including conversion and quality targets
• Ensuring clients are treated with empathy and respect

Skills

Excellent communication

Active listening

Empathy

Rapport building

Attention to detail

Organisational skills

Target-driven

Client intake

Influencing outcomes

Proclaim familiarity

Tools

Proclaim

Job description

Salary: GBP28000 - GBP28000 per annum + + Bonus

Red Recruitment is recruiting a Senior Service Advisor to join a well-established and growing legal services organisation in Banbury.

You will be the first point of contact for individuals seeking guidance regarding potential personal claims.

This role requires a sensitive yet confident approach, combining excellent customer care with the ability to convert suitable enquiries into successful claims.

Benefits and Package for a Senior Service Advisor:

• Hours: Full-time
• Contract: TGP
• Location: Banbury
• Full training provided
• Supportive and people-focused working environment
• Opportunities to develop within a growing organisation
• Meaningful work where you can make a genuine difference to clients

Key Responsibilities of a Senior Service Advisor:

• Handling inbound and outbound calls with prospective clients
• Taking initial client instructions and accurately assessing potential claims
• Building trust and rapport through professional and empathetic conversations
• Gathering the information required to determine whether a claim is suitable
• Clearly explaining the claims process and the next steps involved
• Encouraging clients to progress with their claim where appropriate
• Managing enquiries and cases in line with internal processes and compliance requirements
• Maintaining accurate and detailed records using Proclaim and other internal systems
• Working towards individual and team KPIs, including conversion and quality targets
• Ensuring every client is treated with empathy, professionalism and respect

Key Skills and Experience of a Senior Service Advisor:

• Previous experience in a customer service, contact centre, advisory or client intake role
• Excellent communication and active listening skills
• Confidence handling sensitive or potentially challenging conversations
• A consultative approach with the ability to positively influence outcomes
• An empathetic, patient and professional manner
• The ability to establish trust and rapport quickly
• Strong attention to detail and organisational skills
• Comfortable working within a target-driven environment

Previous experience using the Proclaim case management system would be beneficial. Experience within legal services, personal injury, claims or another regulated environment is also desirable, particularly if you have supported vulnerable customers or assessed potential claims.

Red Recruitment (Business)

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.