Job Description : Caseworker

Job Description : Caseworker

Nature & Scope

To assist lawyers in the delivery of excellent client service and case progression through a variety of support based and administrative duties.

Key Competencies

·  Customer service focus

·  Information management

·  Organised with good time management

·  Attention to detail and accuracy

·  Skilled in the use of IT

·  Ability to follow instructions

·  Self-motivation

·  Good use of initiative

·  Ability to work to deadlines and under pressure

·  Verbal and written communication

·  Problem solving skills

·  Ability to handle complex information

·  Ability to communicate with all kinds of clients

·  Respect for confidential information

Key Accountabilities

Customer Service Focus

·  To communicate with clients and potential clients in a positive, professional and friendly manner

·  To project a positive and professional image, including personal presentation

·  To ensure that all client queries are handled efficiently and that information provided to them, and any involved third parties, is accurate and timely

Handing inbound telephone calls

·  To ensure that calls (internal and external) are answered promptly (preferably within three rings) and professionally

·  To answer inbound telephone calls, assisting the caller and promptly directing them to another member of the team if appropriate

·  To co-ordinate a high volume of calls during peak periods, prioritising

work and situations

Information management

·  To take messages where necessary and direct these to an appropriate member of staff in a timely manner

·  To pass on messages to clients and third parties where appropriate

·  To provide accurate information to clients and third parties

·  To respect the sensitive and confidential information disclosed by clients

Staff awareness

·  To maintain good working relationships with colleagues

·  To provide cover for colleagues where appropriate (including colleagues from different teams/office locations)

·  To ensure the proper handover of work to colleagues covering you during periods of leave/absence

·  To use departmental and office directory to ensure efficient transfer of calls, both internally and to all other office locations

Administration & Case Management

·  To provide general administrative support to colleagues where needed

·  To prepare correspondence and documents where appropriate

·  To ensure that the relevant case management systems used are updated promptly and accurately

·  To ensure that client files, both paper and electronic, are organised and stored correctly and securely

·  Ensure that files are kept out of public view (i.e. not left in reception or other client areas) and that window blinds are closed during office closing so that client files are not on view