Client Care Officer

Join Admiral Law’s Quality and Governance Department!

Admiral Law’s Quality and Governance Department has recently expanded and formed a brand-new team within our complaints handling function. They are hiring Care Officers to join Q&G and help shape our complaints process. The Client Care Team manage Expressions of Dissatisfaction (EODs), ensuring clients receive excellent care when raising concerns about their claims. Successful candidates will collaborate with the Quality team to enhance complaint processes and support staff involved in case handling. This team is crucial for delivering exceptional service, learning from mistakes, and providing constructive feedback to staff.

The Role

The Client Care Officer will report directly to the Client Care Team Manager. Each Client Care Officer will be responsible for managing EODs from various personal injury case handling areas. You will engage with clients who have raised complaints, aiming to resolve their concerns promptly and ensure their cases are updated to reflect any agreed Action Plans. Each Officer will also assist with the triage of potential EODs, allocate appropriate EODs back to case handling, and provide feedback to managers and operations managers regarding outcomes.

Key Responsibilities

• Log EODs and ensure the Complaint Details are accurately updated throughout the complaint process.
• Triage potential EODs to determine if they should be handled by the Client Care Team or the relevant case handling department
• Initiate contact with clients to discuss their concerns, agree on a plan of action, and provide resolution to their complaints
• Provide constructive feedback to case handlers regarding the quality of their work through their Team Manager or Operational Manager
• Draft appropriate action plans
• Notify the Quality Team if an EOD remains unresolved and requires escalation
• Undertake simple case handling tasks to advance the claim and resolve the complaint

Competencies

• Knowledge and experience in personal injury case handling
• A keen eye for detail
• Excellent analytical skills and the ability to draft concise action plans
• Discretion and tactfulness
• Strong communication skills, comfortable engaging with staff at all levels.
• Proficient dispute resolution skills, willing to discuss complaints with clients over the phone
• Good computer skills
• Ability to make objective and fair decisions regarding complaints

Experience

This role is ideally suited for individuals with at least one year of experience in personal injury cases, seeking a new challenge and confident in dealing with dissatisfied clients. We welcome a diverse range of candidates, including those with and without litigation experience.

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics.

Benefits, and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.