Job Description

The role of the file opener will be to liaise via telephone to clients, courts and claimant Solicitors to obtain any necessary information then to open files within various different strict client deadlines.
The role requires the attention of the individual to identify the urgency of a new instruction, and input the required information into the case management system in order to prepare the file for immediate work by the Fee Earner. The file opening role includes assessing the information you have to determine which division it needs to be allocated to and which team using Specific client Guidance.
Three competency pay bands to progress through. A great opportunity to develop a vast amount of technical skills and knowledge and a great team for career development.

• Ensuring that they always act in line with the Data Protection Act, SRA Code of Conduct 2011, and the Lexcel Manual
• Working together to process new instructions daily within SLA’s
• Ensure that they achieve their objectives
• Receiving all new instructions from the post room, and conducting an initial review to identify level of criticality, division and accident type
• Making calls where required, to clarify information or team allocation
• Inputting case details to system, ensuring accuracy and speed of allocation to fee earning team
• Prioritizing own workload throughout the day depending upon criticality and time received
• Ensure a full traceability record of all files through the use of delivery spreadsheets
• Promptly and professionally dealing with queries received internally within Keoghs, or externally from clients
• May also be required to assist other functions within the Business Support Unit, with any of the following tasks:
• Administrative support
• Closing files on the case management system
• Sorting & distributing post, which may include transporting files between our Bolton offices
• Assisting Reception

Responsibilities are the likely to increase as confidence of the individual grows in order to help progress onto the next available role.
Working Hours

• 35 hours per week
• Monday – Friday 9am – 5pm with 1 unpaid hour for lunch. This is a hybrid working role so will be 1 or 2 days working in the office and the rest of the week working from home.

Required Knowledge, Skills, and Abilities

• 5 or more GCSE Grade A-C including Math & English
• Competent IT user
• Excellent organization skills
• Ability to work under pressure to targets
• Excellent attention to detail
• Confident telephone manner
• Self-Motivated
• Ability to adapt to ever changing processes and grasp new work easily
• A great eye for detail & accuracy
• Confident in problem solving and able to work on their own initiative
• Must be able to demonstrate high standards in numeracy and literacy.
• Ability to work as part of a team
• Excellent communication skills
• Behaviors - displays a positive and professional attitude towards their work and colleagues in line with Keoghs Shared Behaviors
• Communication – ability to adapt communication style to ensure a mutual understanding is achieved both with customers and colleagues
• Planning & Organization – ability to structure, manage and priorities workload accordingly
• Adaptability – ability to adapt to different situations and tasks, whilst maintaining quality and service
• Quality of Service – to be able to demonstrate an understanding of all detailed aspects of the service and function, and how that contributes to the success of the division
• Data input experience
• Telephone experience
• Customer service experience