Job Description

Start Date: 14th December.

Hours of Work: 15hrs - Monday to Sunday (part-time evenings & weekends)

This role includes a training period of 6 weeks. Training will be 4:30pm - 9:30pm Monday to Thursday. Following the training period, you will move onto your contracted shift pattern which will be discussed at interview.

Job Purpose

As an Outbound Legal Handler, you'll be the reassuring voice customers speak to following a motor accident. Through a combination of outbound and inbound calls, you'll help customers understand their legal rights, explain the options available to them and support them in accessing appropriate legal services where required.

This is a consultative, customer-focused and target-driven role where you'll proactively introduce Carpenters' legal services, build trust with customers and support them in making informed decisions about their available options. Working within a regulated environment, you'll play a key role in delivering positive customer outcomes whilst contributing to team quality, productivity and conversion objectives.

What You'll Be Doing

• Contacting customers following a motor accident through inbound and outbound calls.
• Understanding customer circumstances and identifying their needs through effective questioning and active listening.
• Explaining legal rights, available options and relevant legal services clearly and confidently.
• Converting eligible referrals into instructed Personal Injury and Uninsured Loss Recovery claims through effective customer conversations and clear explanation of Carpenters' legal services.
• Building rapport and trust with customers to deliver positive customer outcomes.
• Handling customer queries and objections professionally and confidently.
• Managing customer information accurately and compliantly.
• Working towards quality, productivity and conversion objectives in a fast-paced environment.
• Working collaboratively with colleagues and business partners to ensure a seamless customer journey.

What We're Looking For

• Experience within a customer service, contact centre, claims handling or sales environment.
• Strong communication, questioning and relationship-building skills.
• A positive, resilient and target-driven mindset.
• Confidence handling objections and discussing legal services with customers.
• Experience working towards performance, quality or conversion targets.
• Commercial awareness and an ability to balance customer needs with business objectives.
• Strong organisational skills and attention to detail.
• Ability to perform effectively in a fast-paced environment where customer outcomes and performance both matter.

Here at Carpenters group diversity and inclusion matters, it is integral to our culture and we welcome applications from everyone. We celebrate difference and believe in equal opportunities for all.

Due to the high volume of applications we receive for certain roles, we may close vacancies earlier than the advertised date. We therefore encourage you to submit your application as soon as possible.

About us

Here at Carpenters Group, we’ve been providing legal and insurance services across the UK for over 30 years.

We’ve grown from a small law firm into a 1500 people strong team made up of insurance professionals, legal experts and best in class corporate services, working across seven office locations.

We work in partnership with household name insurers to deliver a variety of fully outsourced claim solutions. We also represent individuals who need expert legal support.

As a great place to work our core values underpin how we behave. Our working environment is positive and informal, and we encourage people to work together to perform at their best.

We understand that our success as a business depends on the success of our people, which is why we invest in your training, development and social projects, helping everyone to connect and grow.

No matter what stage of your career, at Carpenters Group there is a place for you to achieve your potential.

Benefits

• 22 days plus bank holidays or day in lieu
• Hybrid working model (in relevant role)
• Holiday buy and sell scheme
• 2 x Volunteering days to support charitable initiatives
• Matched Giving – up to £250 matched for personal charity fundraising for a registered charity
• Medicash cash plan – claim back dental / physio / optical appointments
• My Medicash App – including access to rapid digital physiotherapy and skin cancer screening assessments plus fitness videos and wellbeing tools
• Discounts and cash back on travel and shopping through Medicash extras
• Life Assurance Scheme (4 x salary)
• Pension scheme
• Active network of Wellbeing Champions – providing mental health support
• Training and development opportunities
• Funded social events to connect with your colleagues
• Dress for your day policy