Customer support Advisor

Customer Support Advisor – Claims and Case Handling

We’re looking for a confident and customer focused Customer Service Advisor to join our front line telephony team, supporting Solicitors, Medical Experts, Medical Suppliers and Claimants with high quality service on every call.

Role Purpose

You will handle incoming and outgoing calls, resolving queries efficiently and professionally while keeping all parties updated and ensuring an excellent customer experience.

Key Responsibilities

• Manage calls from clients, customers and experts, aiming for first call resolution.
• Take ownership of follow up actions with accuracy.
• Build strong relationships and meet agreed call standards.
• Understand different case types, systems and processes, including complex litigation.
• Book medical legal appointments appropriately and without conflicts of interest.
• Produce clear, accurate written communication.
• Handle sensitive cases with professionalism.
• Resolve complaints where possible or elevate when needed.
• Complete assigned work within deadlines and attend required training.
• Support the team with a positive, proactive attitude.

Skills & Experience

Desirable:

• Telephony or customer service experience

Required:

• Excellent verbal and written communication
• Strong telephone manner
• Good IT skills and attention to detail
• Problem‑solving ability and initiative
• Friendly, reliable and team focused

This is an internal only vacancy and we will not be accepting external applications.

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