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Customer Contact Team Member

Added 20 days ago


JOB TITLE: Customer Contact Team Member

LINE MANAGER:  Gail Galbraith

LOCATION:  Dukes House


To act as first point of contact for the customer using all of the below skills to take a detailed timeline of events in relation to their injuries sustained.


  • Call Centre experience required (min 1 year) or studying/passed Law Degree
  • A willingness to progress within the company
  • Excellent verbal, written communication and telephone skills.
  • Exceptional attention to detail
  • Team player
  • Microsoft Office
  • Exceptional customer service skills
  • Good listening and organisational skills
  • Grade A – C in GCSE English language


  • Speaking with the customers via phone and email
  • Obtaining and drafting a full timeline of events based on the customer’s instructions in relation to injury claims and be able to be empathetic.
  • Developing and maintaining knowledge of claims process for Medical Negligence, RTA, Data Breach and Personal Injury claims.
  • Building rapport with customers 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 customer for instructions
  • Ensure individual targets/KPI’s are met on a monthly basis
  • Follow up customer calls where necessary
  • Manage and resolve customer complaints
  • Action all post on files and deal with accordingly
  • Assisting others with any other duties as and when required
  • Liaising with supervisors where necessary
  • Adhering to GDPR & Fletchers processes
  • Any other ad-hoc duties

Monday to Friday shifts 8:30am to 16:30pm or 9:30am to 17:30 or 10:00am to 18:00pm
Saturdays 10am to 4pm. Saturdays required to work one in every 4-week rota period and Bank holidays.

Vacancy Overview

Closes30th Sep 2020

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