Package & Benefits
Our aim is to establish and maintain an employee benefit program that makes a difference to each of our employees' day-to-day lives.
Our benefit package includes:
- Competitive starting salary
- Private healthcare will help you with the cost of visiting your dentist, optician, physiotherapist and other wellbeing costs
- Access to interest free travel loans – our interest free loans will help you spread the cost of travel over 12 monthly payments
- Pension scheme – you’ll be automatically enrolled into our workplace pension scheme and will benefit from an enhanced company contribution
- Perkbox exclusive discount scheme
- Annual leave commences at 25 days plus bank holidays.
- Loyalty reward with additional leave for length of service – up to a maximum of 28 days per annum
- Birthday leave – an extra paid day off on your birthday each year
- Staff social club with regular social events through the year
- Refer a friend – we offer a cash reward for every new team member you refer who successfully starts in our business
Location
First4Lawyers Group is located in Huddersfield town centre: Permanent House, 1 Dundas Street, Huddersfield, HD1 2HE. We are conveniently located close to the motorway network and within walking distance of the railway station meaning we are within easy commuting distance of Leeds, Wakefield, Sheffield, Bradford, Dewsbury, Halifax and Manchester.
Hours of work
Full-time based on 37.5 hours per week, across shifts between 8:00-20:00 Monday to Thursday, 8:00-18:00 on Fridays and 10:00-16:00 on weekends, on a rota that is shared at least 1 month in advance. You will be given a weekday off in lieu when you work a weekend shift and will work no more than 2 weekend shifts per month.
The working pattern will involve a hybrid working arrangement and the potential for up to 2 days per week to be worked remotely.
Reporting Line
Reporting to the Head of Legal Services.
Salary
Salary to reflect experience, plus uncapped monthly performance-related bonus.
About Us
First4Lawyers Group comprises two core divisions: First4Lawyers and First4InjuryClaims, both of which are committed to helping customers deal with any legal issues they may have.
Launched in 2008, First4Lawyers have successfully established themselves as the UK’s largest independent legal marketing collective. With an enviable reputation for excellence, we work with some of the country’s leading law firms and have been repeatedly recognised as being the best in our sector through numerous industry awards and earning a 5-star Excellent rating on Trustpilot.
Having recently added a law firm to our wholly owned group of companies, we continue to invest and expand our teams as we strive towards our vision to be the UK’s number one legal services provider.
How we support you
We are committed to supporting your personal development at First4Lawyers by offering learning and progression opportunities to help you to continually grow and achieve your full potential.
To further your knowledge and skills, you will have access to ongoing technical training, mentoring and coaching. You will also work as part of a supportive and collaborative team and benefit from ongoing guidance from your team leader and colleagues to help you develop in your role.
About the Role
Since launching in 2008, we have grown from strength to strength and we are looking to expand our claims team to continue our record of success and growth. Successful applicants will work as members of a supportive team and will be our first response legal services and enquiry handlers.
The role is purely phone-based so we are looking for people who are natural communicators, with a warm and friendly manner that enables them to build relationships easily and quickly. As a Legal Services Advisor, it is rewarding and fulfilling to know you are part of a person’s claim journey, helping that person find the legal solution they need.
The role involves:
- Responding to a consistently high volume of incoming enquiries that will be processed over the phone
- Processing those enquiries in accordance with our excellent service standard, values, procedures and guidelines
- Identifying the enquiries that meet our strict criteria and introducing those clients to our specialist panel solicitors
- Building effective relationships with clients by having a natural and genuine yet professional conversation with them
- Building empathy and aligning with clients by asking relevant questions, the appropriate use of language and the avoidance of legal jargon
- Enhancing the customer experience with First4lawyers by providing a personal non-scripted and helpful service.
- Tailoring each call to the client’s needs, understanding no two calls are the same and making the process as easy and stress-free as possible
- Learning the relevant knowledge of the law and processes to be able to communicate this to clients in a calm, clear and concise way
- Being able to listen carefully and communicate clearly whilst simultaneously accurately recording information onto our computer system
- Confidently responding to any questions or concerns a client has in a calming and reassuring way
- Guiding clients through the process from start to finish, and finding the right legal solution for them
- In addition to achieving set key performance targets for both the team and individually, successful applicants will ensure that all enquiries are handled in accordance with service level agreements and Financial Conduct Regulations
- Use of computerised system to accurately record claims from being received to the transfer to solicitors
- Selling the benefits to clients about using First4Lawyers service
- Providing accurate work that requires only minimal checks
Who Should Apply?
We want to hear from you if you share our passion for delivering excellent customer service and feel you have the right attitude, skills and commitment to join our award-winning team. Previous experience gained in the legal sector is preferred but not essential. A desire to meet and exceed targets and our exacting service standards are, however, a pre-requisite.
About the Successful Candidates
Successful candidates must demonstrate a record of achievement against the following criteria:
SKILLS
ESSENTIAL
- A commitment to delivering excellent customer service
- Ability to engage with customers and colleagues
- Excellent listening and verbal communication skills
- Ability to remain calm and objective under pressure
- Ability to build rapport and empathise with clients
- Be self-motivated, confident and proactive
- Ability to work collaboratively with others
- Ability to organise and prioritise work
- Ability to manage time effectively
- Display an attention to detail to be able to carefully and quickly analyse information
- Be professional and friendly at all times
- Ability to talk on the phone whilst simultaneously recording information on a case management system
- Ability to solve problems and use own initiative
DESIRABLE
- Excellent typing skills
QUALIFICATIONS
ESSENTIAL
- Minimum of 5 GCSEs (A to C Grade) which should include Mathematics and English
PROFESSIONAL EXPERIENCE
DESIRABLE
- Experience of assessing or handling personal injury claims within a claim’s management/legal services environment
- Experience of working in a target-driven and client-focused environment
Our values
You will be able to demonstrate how your personal behaviour and approach matches First4Lawyers values as outlined below:
Quality
We are committed to delivering excellence in everything we do. The quality of our work exceeds expectations.
- You will be driven to deliver, go the extra mile and be open to learning and continual self-development.
Professionalism
At First4Lawyers we do what we say. We are knowledgeable, organised and efficient and we work hard to ensure we get the right result for our clients.
- You will be proactive and do what you say. You will be a role model and able to ‘grasp the nettle’.
Respect
We value and support our clients and our colleagues and treat everyone with dignity and respect.
- You will listen to others and value diversity.
Integrity
We work with the utmost integrity and accountability. Our stated values are reflected in our day-to-day behaviours. We set the standard in the industry and we do not cold-call.
- You will be open and honest, approachable, fair and reasonable.
Client focus
We put the client first. We are passionate about what we do. We are committed to learning about our clients and their needs so that we can add real value.
- You will value our clients and be able to build effective relationships.
Teamwork
At First4Lawyers, we work as one team to deliver excellent results.
- You will be collaborative in your approach, sharing ideas and helping colleagues to achieve targets and goals.
What happens next?
If you’re interested in working with us and want to develop your career in an exciting and rewarding environment, please apply by emailing a covering letter and CV, detailing what you will bring to this role to: Head of Personnel at [email protected]
Please note: Due to the volume of applications we receive, if you haven’t heard from us within four weeks, you should assume that you have not been successful on this occasion.
First4Lawyers is an equal opportunities employer and treats applications solely on merit.
