Client Liaison Advisor

About Us

Everyone deserves access to justice. That’s why, at DLG Legal Services, we’ve made it our mission to make quality legal services affordable and accessible. We tackle everything from inheritance, personal injury, and property claims to contract and insurance disputes, keeping our customers at the heart of everything we do.

We are now hiring for a Client Liaison Advisor to join our Bromley and Leeds based Legal Services team, on a permanent full-time basis.

What you will be doing:

You will act as the first point of contact for all customer-related queries prior to the client being allocated to a Fee Earner. Your responsibilities include:

• Initial contact with the client referral
• Converting client and passenger referrals into customers
• Providing clear and accurate information in a user-friendly manner
• Completing telephone Q&A with clients
• Proactively handling client expectations
• Using clear and plain explanations and terms, with a friendly, empathetic, and reassuring attitude
• Active listening and communication style
• Maintaining a highly professional manner
• Reflecting the brand image and customer-focused ethos
• Instructing the treatment provider
• Achieving KPI targets

What we are looking for:

The nature of this role is very fast-paced; you need to be able to handle pressure well. Other skills include:

• Excellent telephone manner and a passion for customer service
• Experience in a sales call centre environment is preferable
• Ability to work as a member of a team
• Excellent attention to detail
• Must be able to use own initiative and prioritize
• Flexibility in work content

Location: Bromley (BR1 1DP) and Leeds (LS1 4AZ)

Working hours: 35 hours a week (Monday - Friday)

Contract: Permanent

Home Working: Hybrid model (2 days in the office per week)

What we will give you:
We have a strong focus on developing your skills and work hard to provide you with the necessary tools. In addition, we offer a generous benefits package including family and work-life balance options such as fully paid maternity and parental leave, flexible working, insurance savings for you and your family, as well as a range of other optional benefits.

Benefits:

• 9% Private Pension
• 50% off home, motor, and pet insurance plus free travel insurance and Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax-efficient way
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus many more

Life at Direct Line Group:

Direct Line Group is an equal opportunity employer. We value diversity and are committed to making DLG a truly inclusive place to work. We recognize and embrace that people work in different ways and will always adapt as much as possible to provide the best working environment. We know you're more than a CV, and the things that make you unique can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.