Employment Law Customer service Administrator

Portfolio are proud to represent our client in their search for Client Liaison Officer within the Litigation team. Our Client is a market leading HR and Employment law consultancy, who represent business owners throughout Employment Tribunals. We are looking for a strong administrator with excellent customer service to act as the main point of contact for clients, consultants and representatives of the Workplace Relations Commission. This is a very fast paced role so attention to detail and strong organisation are a must! This role is integral to the smooth running of the department, so if you are looking for a new challenge, please apply today and we'll be in touch!

Job Overview

Supporting our clients when they receive Workplace Relations Commission claims. To take full ownership
for the administration and onboarding of all clients for Peninsula Ireland, ensuring the effective coordination
and communication of the Litigation Department. The role will require the successful candidate to deliver
exceptional service to exceed our clients' expectations, providing ongoing contact and support to clients
throughout the Workplace Relations Commission (WRC) and or Labour Court process via our Tribunal
Navigator, demonstrating the value we add to our client's business from a retention and growth perspective.

This is an office-based role, working from our Dublin office.

Day-to-Day Responsibilities (this is a non-exhaustive list - ad hoc duties may arise)
• On-boarding Litigation clients, and issuing all welcome documentation
• To take ownership of the administration pertaining to ongoing and closed cases, such as;
• Create new case logs and associated litigation tasks
• Make early and prompt contact with clients to notify the client of conduct of the case, to advise
as to next steps and take initial instructions from clients
• Make the relevant arrangements for clients and the Litigation Consultants
• Ensure the Litigation department is always supported by effectively handling communications with
clients of Peninsula, the Litigation team, the Workplace Relations Commission / the Labour Court,
and other official organisations, when necessary, within appropriate timeframes
• Act as the first and main point of contact for all WRC / Labour Court cases within the
department to ensure efficient and effective communication with clients at every stage to maintain
excellent customer satisfaction
• Manage and coordinate diaries for the Litigation team
• Maintain regular contact with Litigation team, to ensure all messages and other important
information is passed on & responded to within appropriate timescales
• Support, if required, with the preparation of WRC & Labour Court booklets for hearing
• Ensure that weekly administration and reports are accurately completed and submitted as required
• Manage and maintain the live, open & closed cases register
• Coordinate and minute departmental meetings as necessary
• Support / take ownership of project work as the need arises
• Liaise with the Finance team in relation to client contracts and Peninsula Protect queries
• Management of Tribunal Navigator engagement and reporting, to include:
• Bi-weekly contact with clients with new, ongoing or longstanding employment WRC claims /
Labour Court appeals to qualify the service being delivered, and to assess what additional
support, if any, is required and to realise that support on their behalf
• Recording and reporting on client-engagement to senior member of staff
• Liaising with file handlers to provide client feedback on their case-handling; to ensure they
take any required remedial action, and to support with any actions within this remit where
necessary to ensure delivery of quality service
• Be proactive in resolving any potential service issues, and the ability to use initiative in
following up on any necessary client actions determined from direct client communications
• Recording and reporting on information and feedback obtained to relevant parties
• Management and maintenance of the Tribunal Navigator assets - reviews and updates as
required
• To undertake end of case calls with clients in accordance with the recommendations made in
the End of Case Reports to drive Retention
• Ensuring any recommendations made within the End of Case Reports are signposted and
followed up by the relevant departments
• Issue monthly Litigation invoices
• Demonstrate commercial knowledge of of the Company's range of services and products and to be
able to discuss these with clients as appropriate
• To proactively assist in the retention of existing clients and to promote new business by obtaining
referrals for new clients
• Attend any company of the Group offices throughout United Kingdom and Ireland as required by
management
• Any other reasonable duties as may be required by management as part of your role
What you Bring to the Team
• A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within
the team
• A real commitment to helping our clients through a difficult time
• Ability to work in a fast-paced environment
• Strong time management and organisation skills
• Attention to detail
• Excellent verbal and written comm
• A dynamic and flexible approach to work, as well as the ability to work under pressure
• Knowledge of the WRC / Labour Court process is desirable

Company Benefits

25 days' holiday, plus bank holidays.
Day off on your birthday.
Holidays increase after 2- and 5-years' service.
Pension Plan and Life Insurance.
Access to Employee Assistance Programme.
Company incentives, access to discount schemes.
Profit Share Scheme.
Access to HSF Plan from Day 1
Free Health care after 5 years

48590LF

INDIRE