Client Liaison Advisor
Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a ‘best of both worlds’ approach combining the best parts of home and office-working, offering flexibility for everyone.
How much you’ll be in the office depends on your role, and we’ll consider the flexible working options that work best for you. You can find out more about our flexible working approach or please get in touch with the team to discuss.
We are now hiring for a Client Liaison Advisor to join our Legal Services team at our Bromleyoffice on a permanent basis. This role has a hybrid working style where you will be based in the office 2 days a week, and 3 days a week working from home. This is an entry level role, full training will be provided in the office
What we are looking for:
At DLG Legal Services, our mission is to make law easy and accessible to everyone. As part of the Direct Line Group, we provide legal services to over 50,000 DLG customers each year. Customers can access our legal Adviceline team and our growing list of services includes personal injury, employment, property, inheritance, and contract litigation. We also support our parent group, litigating on their behalf.
The nature of this role is very fast paced - you need to be able to handle the pressure well. Other skills are:
Excellent telephone manner and a passion for customer service
Experience of working in a sales call centre environment is preferable
Ability to work as a member of a team
Excellent attention to detail
Must be able to use own initiative and prioritise
Flexibility in work content
What you will be doing:
You will act as the first point of contact for all customer related queries prior to client being allocated to a Fee Earner. Converting potential clients into customers and acquiring passenger details for additional conversions. Making sure that all dealings and interactions reflect the professional and customer focused nature of our business. Other duties include:
Initial contact with the client referral
Converting client and passenger referral into a customer
Providing clear and accurate information in a user friendly manner
Completing telephone Q&A with client
Instructing Medical Agencies
Proactively handling the client’s expectations
Using clear and plain explanations and terms, with a friendly, empathetic and reassuring attitude
Active listening and communication style
Highly professional manner
Reflect the brand image and customer focused ethos
Instructing the treatment provider
Achieving KPI targets
Working hours: 35 hours a week (Monday- Friday)
Home Working: Hybrid model
What we will give you:
We offer a variety of working arrangements – from how you divide the time you spend working at home and in the office, to flexibility in the hours you work.
These arrangements will depend on the type of role you do and the area of the business you work in. Speak to your hiring manager or recruiter to find out what’s possible in the role you’re applying for.
You can find out more about our approach to flexible working here.
All company car scheme. We all want to do our bit for the planet, but sometimes we need a car to get us and our families around. Our all company car scheme allows colleagues to apply for our electric car scheme regardless of their length of service, to lease a brand new electric or plug-in hybrid car in a tax efficient way, as long as they meet the qualifying criteria.
Life at DLG
Direct Line Group is an equal opportunity employer. We value diversity and we’re committed to making DLG a truly inclusive place to work.
We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you’re more than a CV, and the things that make you, you, can bring real potential to DLG.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.