Job Title:                   Welcome Team contact centre adviser

Reporting:                  Reports to the Welcome Team Leader and Management Team

Office Location:        Liverpool or Heswall or Hoylake

Overall purpose:       To provide an outstanding and memorable client experience when looking after all clients, either face to face on the phone or any other method of communication (virtual etc.). Our advisers handle interactions through multiple channels of communication (inbound and outbound calls and emails, and Online Chat, Social Media Messaging and SMS). It's important our advisers listen to our clients, communicate effectively and with kindness whilst guiding them through their journey with the business from start to finish.

Key accountabilities:

• Assisting customers with their legal queries for potential new business.
• Take accurate information from our clients regarding the help they need, whilst assessing their needs and providing accurate quotes for the service they require.
• Deliver quality customer service, with kindness and efficiency
• To be able to handle high volumes of calls and/or enquiries
• Be organised and able to over come objections
• Support the needs of the department and/or the business with additional tasks when required
• Meet incoming communication expectations, including volume and service standards
• Understand our client’s needs and progress their call effectively

What’s in it for you:

• Competitive salary
• 25 days holiday (Plus bank holidays)
• Referral bonus
• Pension plan
• Paycare
• Death in service
• Employee Assistance Programme
• Hybrid / working from home including provision of home office equipment
• Unlimited access to training academy courses

Jackson Lees Group (a part of The MAPD Group) is committed to fostering an accepting an inclusive environment for our people and clients. We know that Making A Positive Difference through the practice of law can be achieved best when we celebrate diversity of all kinds. We actively encourage those from underrepresented groups and diverse backgrounds to apply for this role, including people from minority ethnicity backgrounds, religious backgrounds, LGBTQIA+ people, disabled people, people from different social backgrounds and of different ages.