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10 months ago
Location: Manchester
Job type: Permanent
Category: Caseworker Jobs
Case Handler

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Experience level:


Working hours:
(Monday to Friday 9.00am to 5.30pm (there is currently a requirement to undertake one evening session)


Recoveries Services


The firm

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The role

ur Recoveries Team are seeking a Case Handler on a permanent basis. The successful candidate will work with a prestigious team who have won numerous awards including achieving Tier 1 rankings in the Legal 500 in 2016.

As a Case Handler, you will deal with consumer debt recovery cases and utilise commercial strategies to reach a satisfactory conclusion. Following initial training and subsequent development, you will be given the opportunity to be accountable for your own caseload.

Main responsibilities

As a Case Handler, you will liaise extensively with debtors on the telephone in order to negotiate a settlement, or other suitable outcome, as well as updating clients on a regular basis. Significant attention is placed on managing the sensitive issues which are associated with recoveries of this nature, whilst also balancing the reputation of our financial services clients, thus you will be required to control and manage your workload effectively and efficiently.

In order to achieve this, you will utilise the case management systems and other processes, ensuring information is kept accurate and up-to-date. Furthermore, you’ll be accountable for your workload ensuring targets, KPIs and internal and client SLAs are met.

In terms of future development you will attend training sessions to increase your knowledge of the litigation and debt recovery process, that impact the team’s delivery of its service, which will better equip you to identify any potential issues within cases and refer these on accordingly. In addition, you will attend both internal and external meetings to assist in implementing changes to any relevant procedures.

Skills and qualifications

The ideal candidate would have preferably worked in a consumer debt recovery environment, dealing with a high volume of work and have excellent communication, mediation and negotiation skills. Furthermore, you will ideally have experience working in a law firm, financial services or professional services organisation. Previous litigation experience would be beneficial, but not essential as training will be provided.

Essential knowledge & competencies:

* Excellent customer service expertise

* Confident and professional telephone manner

* Strong negotiation and mediation abilities

* Good written, numeracy and oral communication skills.

* Accuracy and attention to detail.

* IT literate including sound knowledge of Word, Excel and the internet.

* Ability to prioritise, be organised and efficient.

* Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance.

* Able to integrate within a team and able to work on your own initiative.

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.

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