Login to Apply

Client Resolution Specialist

Location: Kettering - hybrid working offered
Job Type: Full time, 37.5 hours
Contract Type: Permanent
Salary: up to 27k DOE

At National Accident Law, our purpose is to help those who have had a personal injury get their lives back on track. We work differently to handle compensation claims in a modern, imaginative, and refreshingly personal way and we have curious minds that shape and drive innovation in accident injury law.

Our business and our people have our values in common; Passionate, Curious, Driven and Unified, and because of this we have a culture that is kind, supportive, fun, and inclusive.

We are proud that each year our employees rate our business higher than Gallups ‘Exceptional Workplace Award Winners’ for being a great place to work. We are Gold awarded Investors in People and are proud to say that National Accident Law is a great place to work.

ROLE PURPOSE

As the Client Resolution Specialist, you will be responsible for ensuring that all client concerns and complaints are managed promptly, fairly and with empathy.

You will be responsible for maintaining high standards of client care by investigating any concerns thoroughly, facilitating clear and respectful communication and working towards timely, effective resolutions.

PRINCIPLE ACCOUNTABILITIES

• Act as the primary point of contact for clients who have concerns or issues during the course of their claim.
• Maintain professional and empathetic communications with clients via phone, email and other channels to manage expectations, address any concerns that arise, and work to resolve them.
• Proactively follow internal complaints processes, ensuring all complaints are properly documented, addressed, and resolved in accordance with the established guidelines.
• Conduct thorough and in-depth investigations of any escalated complaints, addressing all complaint points within clear and robust written responses delivered within established timeframes.
• Develop effective working relationships with file handling and support teams, facilitating the early resolution of client concerns and providing support and guidance as required.
• Review of client communications through a variety of channels to identify any potential issues or concerns and resolve them at the earliest opportunity.
• Support the reduction of complaints by analysing recurring issues and recommending appropriate solutions and process improvements to management.
• Daily management of review platforms, providing tailored responses in line with established processes and documenting all incoming reviews.
• Support the Client Resolution Manager to ensure ongoing compliance with all relevant legislation, regulations and internal policies.

SKILLS AND EXPERIENCE REQUIRED

• Previous complaints handling experience is preferrable.
• Knowledge of personal injury law and the legislative/regulatory framework applicable to NAL
• Excellent communication skills both written and oral.
• Competent in Microsoft Word, PowerPoint, Outlook, and Excel.
• Organisation skills – must be able to prioritise effectively and manage multiple demands whilst maintaining an organised work environment.

PERSONAL ATTRIBUTES

• Problem solver.
• Attention to detail.
• Effective communicator.
• Driven to achieve, succeed and progress.
• Passionate about our clients, our business and personal performance.
• Curious to challenge the status quo and seek to improve our processes to better serve our clients.
• Unified in working together for the same goals and vision to provide an outstanding customer service to our clients.

BENEFITS

• Annual leave: 25 days plus bank holiday
• Pension: (3% contributory)
• Healthcare scheme: claim up to £1,000 back with Simply Health
• Death in service: cover of 3 x salary
• Perks at Work: exclusive member discounts across a range of goods and services
• Community Day on us: volunteer in your community for one day each year
• Development Opportunities: training and development opportunities to boost your confidence, realise your strengths and develop your career with us.

At National Accident Law, we believe that diversity drives success. We are proud of our inclusive workplace, where everyone feels valued, respected, and safe. We welcome applications from all walks of life and encourage you to bring your most authentic self to work. We encourage applications from individuals over 50 and all other qualified candidates.

You may also have experience in the following: Claim Resolution, Complaints Advisor, Complaints Handler, etc.

REF-(Apply online only)