- Provide exceptional customer service & product/service information at front house, via telephone and email
- Building relationships with assigned accounts
- Manage all facets of appointment booking including support with special requests and opportunities to provide additional services
- Build sustainable relationships, connections and trust with customers & experts through open and interactive communication, resolution of issues and delivering on promises
- Supporting the National Operations Manager with ad hoc tasks
- Work collaboratively with all departments to support customer and expert needs
- Working towards and achieving company KPI’s and objectives for expert bookings, customer onboarding & customer service
- Create bookings for clients from telephone or email correspondence;
- Generate sales leads that develop into new customers;
- Cross-sell experts and specialties to customers;
- Manage all aspects of the bookings process via Salesforce;
- Assist in training lawyer/insurers/experts in the use of Salesforce as required;
- Manage all aspects of appointments - file and client throughout.
- Regular communication with General Manager;
- Communicate effectively with File Team and QA;
- Adhere to quality standards as per SOPs.
- Responding to enquiries sent to [email protected];
- Competency in document management capabilities
- Keep up to date with key administrative knowledge in order to provide effective support as requested;
- Participation in regular business development updates and training as part of weekly team meetings;
- Promotion of Lex Medicus on social media;
- Attending Lex Medicus seminars, functions and training days as required;
- Business development communications with lawyers and clients.
- Managing Expert availability and supporting their needs in order to enhance their experience
- Ensure that facilities are suitable for expert needs;
- Identify risks and opportunities relating to service with experts;
- Identify risks and opportunities in experts’ schedules.
- Build rapport with experts, identifying and assessing their needs to achieve satisfaction and retention
- Promote and support practices that are inclusive, responsive, safe and accessible.
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