Key Requirements/Competencies 

• Demonstrable knowledge and experience of delivering exceptional customer service.
• Knowledge of complaint handling procedures ideally from a financial /claims background.
• Highly developed communication and influencing skills through multi-channels.
• Confident and resilient telephone manner.
• Proven problem solving and decision-making ability.
• Ability to break down complex issues, assimilate and analyse information and reach a conclusion.
• Collaborative approach to handling issues.
• High level of quality awareness and accuracy.
• Computer literate and able to pick up new systems quickly.
• Excellent team player.

General Requirements

• Well organised with good attention to detail.
• To adhere to safe working practices and to the health and safety policy and departmental procedures.
• Ability to stay calm and composed in stressful and/or demanding situations and work under pressure to a deadline.
• Excellent numeracy and literacy skills.
• To have a flexible approach to working hours and duties.
• An understanding of the need to deal with clients sensitively and to keep information confidential.
• To act as an ambassador for TBP Legal Limited T/A The Byrne Practice and present a professional image at all times.
• To treat clients and colleagues fairly and with respect, value the diversity of others and work proactively to overcome communication barriers.

• To have a positive attitude to learning and development and proactively seek opportunities to develop professional competencies including IT skills.
• To promote, communicate and support TBP Legal Limited T/A The Byrne Practice’s vision and values to all.
• To follow and promote legislation and the Practice’s policies such as race and disability, equal opportunities, health and safety and data protection to provide a consistent and excellent service.
• The post holder may also be requested to carry out other non-specific duties commensurate with the post.