Trained to explain, not just to process.
Every person at X15, in every role, goes through the Academy before they speak to a client and keeps going through it after. It is how a conversation in one town sounds the same as a web chat in another, and why partner firms trust the files that arrive.
What everyone learns first.
Nobody meets a client until they have passed induction. It covers four things, in this order.
01
What a claim is, and isn’t
The claim types we work in, what makes someone eligible under a partner firm’s criteria, and why we never say a claim is certain.
02
Consent, data and the law
UK GDPR in plain terms, what consent means and how it is recorded, what we may and may not say about outcomes, fees and the partner firm, and where legal advice begins and our job ends.
03
The conversation
How to open, explain, listen and close a conversation, face to face or on the phone, with respect. Role-played and assessed, including the no.
04
The technology
Capturing a claim correctly, so the file that reaches the partner firm is complete first time.
The ladder.
Progression is written down, so everyone knows what the next step needs.
Level 1
Consultant
Passed induction. Works an area with a team leader. Assessed monthly on quality and consent.
From day one
Level 2
Senior Consultant
Consistent quality over six months. Mentors new starters and helps open new areas.
Typically 6 months
Level 3
Team Leader
Runs a team and an area. Owns daily quality checks and area planning, with management training through the Academy.
Typically 12 months
Level 4
Account Management or Operations
Partner-facing, or running a business in the group. The route into leadership.
By application
Assessed, refreshed, recorded.
Training isn’t a certificate on a wall. Every role is reassessed on consent, data handling and the conversation every year, and whenever a partner firm’s criteria or the rules change.
Start at Level 1.
No experience needed. Full training, and the ladder is written down before you join.