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Date Added: Sat 14/01/2023

Customer Resolutions Advisor

Liverpool, UK
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Company: REED

Job Type: Permanent, FullTime

Salary: £20,000 - £27,500 per annum, Inc benefits

REED Legal are working with one of the UK’s leading providers of insurance and legal services who have built a reputation for an ethical approach to personal injury litigation. Their workforce delivers a professional but personable service to their clients, and they have fostered a culture built on this ethos which makes for an enjoyable place to work.

Handle customer legal queries in an efficient and effective manner to ensure the continual contribution to the firm’s quality of all services offered; Ensure customers are treated fairly and in accordance with all Company policies and procedures; Monitor the Customer Resolution Team (CRT) results to ensure there is a continual contribution to the firm’s quality of all services offered.


  • Assist with the administration and investigation of all customers legal queries, including liaison with all appropriate internal and external parties to secure the relevant information to quickly deal with and resolve the customer query
  • Contact customers by all appropriate means to gain a full understanding of their query to progress the issue to a fair outcome and resolution as quickly as possible
  • Keep up to date with all legal developments and procedures
  • Ensure customer expectations are met, if not always exceeded
  • Support the business in providing quality and meaningful customer resolution data
  • Assist in the identification of any risk, training, or performance needs


  • Experience in the conduct of personal injury claims and litigation
  • A strong awareness of good customer service and Treating Customers Fairly
  • Attention to detail and able to interpret information, make sound decisions and take ownership of issues to resolution
  • Excellent interpersonal and communication skills, both written and oral
  • Organised, time management skills and an ability to work under pressure and flexibly to meet business deadlines
  • Strong IT/case management skills


  • An understanding of insurance claims handling processes
  • Ability to interpret information, identify risk and provide feedback in a clear and concise manner
  • A customer service qualification or a willingness to undertake progress towards a recognised and relevant qualification

Salary:  £20,000 - £27,500

Hours of work:  Monday-Thursday 9am – 5.30pm   Friday 9am – 5pm

Location: Liverpool – minimum 2 days from office, will consider flexible variations to core hours


  • Minimum 25 days’ holiday plus bank holidays
  • Hybrid working model (in relevant role)
  • Medicash (after 1 month’s service)
  • Flexible Working (dependant on the role requirements)
  • Tunnel tag (Liverpool to Wirral commuters)
  • Pension Scheme
  • Life Assurance Scheme

If you are keen

Apply Now