Shoosmiths is proud to be a Disability Confident Employer. Disability Confident is a government scheme designed to encourage employers to recruit and retain disabled people and those with long-term conditions. The Disability Confident scheme replaced the Two Ticks Positive about Disabled People scheme. We had been accredited as a two-tick employer for many years - Disability Confident broadens and develops that original commitment, and demonstrates we have adopted a proactive approach to employing disabled people and developing their abilities.

As part of our accreditation, we commit to interviewing any applicants with a disability who meet the essential criteria for each vacancy. In some circumstances we may only be able to interview those that best meet the essential criteria due to the volume of applications received.

Further information on the Disability Confident scheme is available at https://www.gov.uk/government/collections/disability-confident-campaign

We are committed to ensuring our recruitment process is inclusive and accessible to and usable by everyone. If you have a disability or long-term condition and would like to receive information in a different way, or need us to make any adjustments, changes or do anything differently during the recruitment process, please get in touch with the Talent Acquisition team on Experienced.Hire@shoosmiths.com. We can consider your needs and requirements, and how we can assist you to apply for our roles. For example, we can provide a copy of our application via email so that you can complete it using your own accessibility software.

Main Responsibilities

• To manage inbound and outbound calls to a FCA standard which ensures the best outcome for our customers are achieved. This is to include the negotiation of settlement of matters.
• To manage litigation and collections cycles of assigned cases.
• File management within the case management system to ensure that our client’s cases are progressed timely and accurately.
• Ensuring that customer information is recorded accurately to our case management system and ensuring clients are kept updated on changes.
• Taking personal responsibility for compliance with all relevant client and internal Service Level Agreements.
• Taking responsibility to ensure that our clients’ accounts are successfully managed through the court process to ensure a positive outcome for our clients.
• Making enforcement decisions or recommendations on behalf of our clients and enforcing court judgements.
• Remaining professional and polite at all times.

Skills And Experience

• Excellent customer service expertise.
• Strong negotiation, communication, and problem-solving skills.
• Good written, numeracy, and oral communication skills.
• Accuracy and attention to detail.
• IT literate including sound knowledge of Word, Excel, and the internet.
• Ability to prioritise, be organised, and efficient.
• Flexibility with the capability to adapt to change, new practices, and cope under pressure but with the ability to recognise when to seek assistance.
• Able to integrate within a team and able to work on your own initiative.
• Be proactive and self-motivated with a positive approach.
• Previous experience in an office environment dealing with a high volume of work is desirable.

Desirable Skills And Experience

• Previous experience in an office environment involving interaction with clients/customers over the phone.
• Previous experience of negotiating with customers to achieve a positive outcome.
• Previous experience in the following: Collections Advisor, Debt Recovery, Recoveries Services, Customer Service, Negotiator, Customer Service Administrator, Trainee Customer Care Assistant, Administration Assistant, Receptionist, Call Centre, and Customer Care Administrator.

Equal Opportunities

Our approach to our people is underpinned by our approach to diversity, inclusion, and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.