Customer Reception Advisor

About UsAt DLG Legal Services, our mission is to make law easy and accessible to everyone. As part of the Direct Line Group, we provide legal services to over 50,000 DLG customers each year. Customers can access our legal Advice-line team and our growing list of services includes personal injury, employment, property, inheritance, and contract litigation. We also support our parent group, litigating on their behalf.We are currently looking for a Customer Reception Advisor to join our Legal Services team based in Bristol on a full-time and Permanent basis.What we are looking for:We are recruiting for a call handler with an excellent customer service skills and a confident telephone manner, including a strong level of empathy in dealing with customers who are often in difficult situations. You will have the ability to work under pressure, deal with calls efficiently and pro-actively while at the same time ensuring a high level of professionalism and accuracy. Previous experience of working in a lively team is essential however no legal experience or knowledge is required.What you will be doing:DLG Legal Services provides a telephone Legal Advice Line service to legal expenses customers between 8am and 6pm, Monday to Friday. This service entitles customers to call us for legal advice on a broad range of legal issues, and our Customer Reception Team deal will all calls to the Legal Advice Line in the first instance.- Acting as the first point of contact, connecting with customers in a warm, friendly and welcoming manner- Ascertaining the nature of the customer’s legal query and assessing whether they are entitled to legal advice based on policy cover- Advising customers to the appropriate area of the business depending on the issue they have;- Setting up new enquiries on our case management system;- Handling the referral of calls to our legally-qualified Advisors, including arranging call backs and managing expectations as to timescales and outcomes.- Assisting our litigator with various administration tasksWhat we will give you: We have a strong focus on developing you and your skillset and work hard to give you the tools to do so. In addition to this we also offer a generous benefits package including family and work life balance focused options such as: fully paid maternity leave and parental leave, flexible working, insurance savings for you and your family as well as a range of other optional benefitsHome working: Hybrid model (3 days at home, 2 days in the office)Working hours: 35 hours a week Monday- FridayRotational shift pattern: 8-4, 9-5, 930-530 & 10-6, Monday to Friday. 1-2 Bank holidays per yearWays of WorkingHere at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you. You can find out more about our or please get in touch with the team to discuss.BenefitsWe recognise we wouldn't be where we are today without our colleagues, that's why we offer such excellent benefits designed to suit you as and when you need them:9% Private Pension50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown coverAdditional optional Health and Dental insuranceEV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.Generous holidaysBuy as you earn share schemeEmployee discounts and cashbackPlus many moreLife at Direct Line GroupDirect Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, 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.#LI-PK1 #Hybrid