Key features of our offering include
- Dedicated first response team with full FNOL capability (Customer Service Centre/CSC).
- Legal helpline operates 24/7, 365 days a year
- White-labelled service so that calls can be answered in accordance with your bespoke requirements
- Our staff undergo specialist training to specifically handle legal helpline and legal expense insurance enquiries
- They also receive industry leading training regarding customer service so policyholders will have a positive first experience of the claims process
- All calls are recorded, and we can provide management information in a format to suit you
- The range of our services, combined with our ability to serve clients nationwide means that your policyholders will feel comfortable working with us
Our legal helpline team handles thousands of calls per month, so have a wealth of experience in providing telephone based legal advice on all areas of law.
Our team of trained legal advisors will provide initial guidance and practical advice on any private legal matter as to the options available and direct the caller accordingly to further advice options e.g. government organisations. The caller will be advised of their legal rights, what courses of action are available to them. The frontline team also have access to Stephensons’ wide range of specialist solicitors in order to seek guidance on specific or niche areas of law.
In respect of Scottish and Northern Irish enquiries, we have arrangements with firms in those jurisdictions to provide this service (subject to agreement with SLAs), which is all managed by Stephensons, giving you UK wide legal coverage but only required to have one point of contact.
We are a full-service law firm, which means that we can look at the whole solution for our clients giving them continuity. We provide services to public, private and voluntary sector organisations. Our client base includes businesses as well as private individuals. We are appointed to the panel of several insurance companies, local authority consortiums, government organisations, the Solicitors Regulation Authority (as their intervention agents) and the Legal Aid Agency. Therefore, we have a proven track record in terms of quality audits and service delivery.
