Have you recently graduated from university or are this summer? Do you want to join one of the fastest growing law firms in the UK, with a vibrant office in Liverpool City Centre overlooking Liverpool’s liver birds and waterfront, where there is a culture of genuine care and dedication for our clients and colleagues.If so, this could be the role for you.

CEL Solicitors, having secured multimillion funding, is on a huge growth trajectory with a plan to be the UK’s number one consumer law firm that is renowned, nationally, for legal services and financial complaints.

At CEL, we blend the professionalism of a corporate firm with the warmth of a family business

We offer an unparalleled opportunity to join our unique business. We are different, but in a good way!

Fancy a game of pool or darts during your lunch break? On Fridays, we wrap up at 3:30pm and head to our bar for a drink of your choice before joining in the excitement at our amphitheatre, where we host guest speakers or occasional talent shows! Plus, hitting our targets might just earn you a holiday getaway! Explore our vibrant offices and the exciting activities we enjoy here.

Compensation & Benefits:

Gratitude is one of our core values. To show appreciation for our team, we offer:


  • Private Health Care 
  • Enhanced Sickness Entitlement 
  • Enhanced Maternity / Paternity Leave 
  • Death in Service from day one of employment
  • Bike 2 Work 
  • Company Bar 
  • Paid Exam Leave 
  • Paid Company Parties 
  • Birthday Day Off 
  • 25 Days Annual Leave + Bank Holidays 
  • Christmas Closure (on top of your annual leave allowance) 
  • Early Finish Fridays
  • Work from Home days 

Now, let’s get into the role!

Position overview

To obtain the successful recovery of compensation for our clients who have fallen victim to APP fraud or who have another valid regulatory complaint, meeting all relevant individual KPIs whilst ensuring effective personal leadership.

The Case Handler plays a pivotal role within CEL by embodying and advancing our core values.

About you

Ideally you have previous experience gained within a high-volume service delivery environment for e.g. Contact Centre is preferred, however we will consider candidates without experience who have recently graduated from University and have a 2:1 degree + in any field.

  • Ability to work to tight deadlines and service level agreements
  • Ability to analyse and resolve complex complaints via telephony and email
  • Client centric who can put themselves in the client’s shoes, ensuring the propriate resolution is delivered
  • Passionate for delivering outstanding levels of client satisfaction
  • Ability to achieve targets including telephony targets and complaints closure
  • Strong verbal and written communication abilities
  • Objection handling skills and confident in delivering difficult outcomes with ease
  • Exceptional written and verbal communication skills
  • Capacity to process information and tasks with precision and speed
  • Proficient in explaining, recommending, and persuading effectively
  • Competence in utilising Customer Relationship Management systems

Key accountabilities


  • Manage client caseloads across telephony and email in line with the claim management process
  • Conduct a full root cause analysis review, with clients to obtain sufficient evidence to support the claim management process
  • Investigate potentially fraudulent companies and individuals, including scammers
  • Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities
  • Investigate vulnerabilities in financial systems and assess their impact on victims of scams
  • Produce a letter of claim on behalf of clients and liaising with Financial teams
  • Evaluate and assess whether any industry codes or protocols have been violated in connection with fraudulent activities
  • Achieve team and individual targets including productivity and quality
  • Handle complaints filed with the Financial Ombudsman
  • Adhere to service level agreements both internal and external
  • Deliver outstanding levels of client satisfaction