Customer Account Executive

Remuneration: £19,000 plus performance bonus (capped at £600 per month)

Hours: 40 hours per week

Annual Leave: 28 days (including bank holidays)

The Company:

Our client provides turnkey solutions for legal firms, encompassing client and case generation, financial quantification reporting, case funding, and legal claim insurance.

The headquarters are in Cheshire’s prestigious Alderley Park, where employees benefit from a fantastic range of perks, ranging from on-site gym and leisure facilities to a glorious scenic location and excellent transport links, as well as all the other opportunities that a career with our prestigious client offers.

Job Purpose:

The Customer Account Executive is integral to the success of the claims management business. The Customer Account Executives guides clients’ initial steps in their journey to compensation for mis-sold financial products. The post-holder will receive an attractive basic salary and the opportunity to achieve a target driven monthly bonuses based on successful outcomes, which are achieved by creating a call-to-action with clients who have already expressed an interest in the service.

Key Responsibilities:

  • Make outbound calls to existing clients and/or third parties
  • Take inbound calls from existing and new clients and/or third parties
  • Build and maintain accurate client records
  • Comply with Data Protection and Confidentiality guidelines and other company policy and procedures
  • Build and maintain expert knowledge in order to conduct the role
  • Build and maintain good general knowledge of the full customer journey
  • Comply with company, legal and regulatory standards of conduct
  • Share knowledge and best practice with team and group members and provide support as necessary
  • Attend training courses and complete qualifications relevant to the role
  • Carry out any other duties within capabilities as required by the needs of the business

Key Skills, Experience & Qualifications:

  • Able to work effectively in a team (Essential)
  • Experience of dealing with high-volume customer interactions over the telephone (Essential)
  • Meticulous attention to detail (Essential)
  • Ability to work under pressure to meet deadlines (Essential)
  • IT literate with the ability to pick up new systems (Essential)

Professional Conduct:

Me & Customers (Building positive relationships with customers)

  • Actively listens to internal and external customers
  • Responds positively to all customer requests
  • Delivers on promises
  • Demonstrates passion for product and service quality
  • Listens to dissatisfied customers, and seeks to resolve issues quickly
  • Checks customer satisfaction
  • Provides excellent feedback to improvement of service excellence

Me & Others (Building positive working relationships)

  • Demonstrates enthusiasm and energy
  • Builds effective working relationships with team members
  • Responds positively to requests from team members and management
  • Approachable
  • Creates and sustains team spirit
  • Is selfless, supportive, adaptable and willing to complete a variety of tasks to achieve        teams’ objectives
  • Conveys basic information clearly
  • Demonstrates appropriate rapport with management
  • Speaks up about what they consider to be right or wrong, good or bad
  • Is aware of the impact they make on others
  • Helps team members to learn new tasks
  • Is sensitive to the pressures and demands on others
  • Is prepared to compromise in difficult situations

Me Personally (Building a positive approach to work)

  • Responds to direction
  • Copes well without close supervision
  • Demonstrates willingness to increase knowledge and understanding of the business
  • Seeks out opportunities to improve
  • Responds positively to changing priorities
  • Makes educated decisions within scope of the role
  • Has the confidence to acknowledge own mistakes and shortcomings
  • Strives to achieve challenging targets
  • Enthusiastically adopts new ideas
  • Professional personal presentation

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