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First Contact Team Advisor

Location: LEEDS, WEST YORKSHIRE Salary: 15000.00 - 16000.00 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3105183
An exciting opportunity to join an innovative and award-winning corporate law firm, delivering first-class legal services to their clients regionally, nationally and internationally.

The postholder will be required to undertake their own administration and handle their own telephone calls in relation to their high volume caseload. The tasks and duties listed below are intended to describe the general nature and responsibilities of this role. They are not intended to be an exhaustive list and the post holder is expected to undertake any reasonable request from a Partner, Unit Head or other appropriate Manager.

The core duties of this role are likely to include the following:

 Assisting borrowers with a wide range of enquiries regarding their remortgage application;
 Taking ownership of issues to make sure that they get resolved within our SLA’s
 Working with the team of Caseworkers, to support the firm in achieving
 Calling new customers to welcome them to the service and get all the necessary information to allow us to delivery a fantastic service
 Accurately administrating client details using our the appropriate case management system as well as use of Excel, Outlook
 Responding to online customer enquiries (Email)
 Working a variety of back office processes to deliver our services.

 Experience in a customer facing role, ideally gained within a similar volume environment;
 Excellent written and verbal communication skills;
 An excellent telephone manner, with the ability to deal in a calm and measured manner, with callers who may be under pressure, lack an understanding of the remortgage process etc.
 Proven IT skills, and ideally, experience of using a case management system;
 An ability to work in a demanding environment, working to strict deadlines and within Service Level Agreements and to other targets;
 A careful and methodical approach to work demonstrating a high level of accuracy and attention to detail, ensuring that processes, procedures etc are followed accurately;
 A flexible and adaptable approach to work;
 Strong commitment to client care and to providing a friendly and helpful first class service; and
 Experience of working within a team environment and of supporting others.

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