Senior Helpline Advisor
Role Purpose: To provide legal advice and assistance to customers to meet Legal Services levels of service and business objectives in line with internal policies and procedures and within regulatory framework for conduct of business.
Working Hours: Mon to Fri – 8am to 10pm, Sat Sun - 9am to 5pm
Outcomes
· To provide accurate advice by telephone and /or in writing in motoring law and related matters to members and corporate partners as required.
· Required to be logged into phone system available to take calls as per shift pattern or by other arrangement. All calls to be dealt with in accordance with helpline services call matrix and business objectives.
· To answer all calls and maintain set levels of service and customer service entitlements.
· To ensure that all calls and associated activities are logged and/or time recorded on the relevant case management systems.
· To prioritise workload to ensure efficient use of resource.
· To deal with complaints as per department process.
· To support the work activities of the department as reasonably required.
· Contributing to the administrative duties, collating, keying and maintenance of management information.
· Fulfilment of adhoc tasks as reasonably requested by senior managers.
Skills/Knowledge/Experience
Essential Skills
· Law graduate (LLB and post graduate qualification eg LLM, LPC/LSF or BVC) and/or equivalent legal/insurance qualification or allied industry gained work experience.
· Demonstrable expertise in providing all aspects of motoring law and its related fields..
· Demonstrable expertise in providing all aspects of law and its related fields in foundation core areas:
o Contract (inc Insurance)
o Tort (Negligence/nuisance)
o Consumer
o Personal Injury
· Demonstrable expertise in providing all aspects of law and its related fields in at least 2 advanced core areas
o Employment – Private.
o Employment – Commercial.
o Property – Private.
o Property – Commercial.
o Civil Litigation.
o Family.
o Wills Probate.
o Private Client.
· Experience of working in a customer facing environment or call centre.
· Listening/Interpersonal skills
Desirable Skills
· Understanding of motoring/insurance law and its application. Proven computer literacy skills and ability to prioritise and meet deadlines/workloads. Awareness of products/policies provided by and/or serviced. Good understanding of Advisory policies and process’
· Practical understanding of the application of law in general, including a basic understanding of motoring/insurance law.
· A broad range of IT skills.
· Work must conform to standards set by the Financial Conduct Authority, Data Protection Act and other relevant legislation and/or regulatory bodies.
· Awareness of products/policies provided by and/or serviced.
· Ability to prioritise and meet deadlines/manage workloads.
Capabilities/Strengths:
· Need to exhibit behaviours consistent with RAC core values:
· Pioneering: we find new and better ways of doing things
· Pace and ambition: we are passionate about what we do and act promptly to achieve our goals
· Integrity: we are genuine and honest
· Hungry to learn: we have the opportunity and the desire to develop and to become the best we can be
· Together we make a difference: we are proud to support each other and everyone’s contribution counts.
Key Competencies required for the role
· Customer Focus – Level 3
· Achievement Drive – Level 2
· Judgement Decision Making – Level 2
· Continuous improvement – Level 2
· Interpersonal and Influencing skills – Level 2
· Specialist Knowledge: demonstrate the appropriate company, business and technical knowledge required to perform the role effectively.
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