Contact Web Ltd
Client Care Advisors
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About the Role
We are currently recruiting for Client Care Advisors to join a growing and supportive team within a well-established legal services environment.
This is a rewarding opportunity where you will be the first point of contact for individuals seeking support and guidance regarding potential personal claims. You will take initial client instructions, assess the viability of each claim, and help clients understand the next steps in the process. By building trust, asking the right questions, and providing an excellent first impression, you will play a key role in converting enquiries into successful claims while ensuring every client is treated with empathy, professionalism, and respect.
Key Responsibilities
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- Handling inbound and outbound calls with prospective clients
- Taking initial client instructions and accurately assessing potential claims
- Building rapport and confidence with clients through professional and empathetic conversations
- Gathering key information to determine claim suitability
- Explaining the claims process clearly and encouraging clients to progress with their claim where appropriate
- Managing cases in line with company processes and compliance standards
- Maintaining accurate records using Proclaim and other internal systems
- Working towards individual and team KPIs, including enquiry conversion and quality standards
What We're Looking For
- Previous experience in a customer service, contact centre, advisory, or client intake role
- Excellent communication and listening skills with the ability to handle sensitive conversations
- A confident, consultative approach with the ability to positively influence outcomes
- Empathetic, patient, and professional manner
- Ability to build trust and rapport quickly
- Strong attention to detail and organisational skills
- Comfortable working in a target-driven environment
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Desirable
- Previous Proclaim case management system experience
- Experience within legal services, personal injury, claims, or other regulated environments
- Experience taking initial client instructions and assessing potential claims
- Experience supporting vulnerable customers
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