Client Service Executive

Are you passionate about delivering great customer service? Whether you're a law grad with customer service experience seeking to apply that in a legal setting, or a customer service professional keen to utilise your skills and knowledge in an award-winning law firm, we have a great opportunity for a Client Services Executive to join a busy Client Services team in Manchester.

The Client Services team plays a pivotal role as the linchpin between new and existing clients and our various legal teams, by conveying accurate information regarding client inquiries to the relevant department. This team serves as the backbone of our operation, supporting the legal departments in our Manchester, Liverpool and London offices. They are committed to delivering impeccable customer service, ultimately leading to the cultivation of repeat business and client endorsements.

Typically the first point of contact for potential new clients, the successful candidate will act as an ambassador for the company reflecting our values and helping to ensure a smooth onboarding process for new matters.

This is a fully office-based role at our head office in Spinningfields, Manchester.

Knowledge, Skills and Experience:

Essential:

• Excellent communication skills, both written and verbal.
• Well organised and able to independently prioritise workloads to meet agreed service levels.
• Accurate data entry, with meticulous attention to detail when recording new enquiries or case updates within the Proclaim case management system.
• Proven track record of meeting or exceeding Key Performance Indicators (KPIs).

Desirable:

• Experience in a similar role within the legal sector.
• Experience with Proclaim is desirable, but full training will be provided.

Job Role & Responsibilities

As a Client Services Executive, you will be expected to:

• Communicate effectively with clients across various channels, supporting them with their legal enquiries and providing first-class customer service at all times.
• Obtain and process client and enquiry information accurately using Proclaim case management software.
• Escalate new enquiries to the relevant departments and promptly record department feedback.
• Display an extensive understanding of the departments and the services they offer.
• Organise workloads effectively, completing all tasks promptly and accurately and ensuring that all Client Services mailboxes are clear at the end of each working day.
• Skilfully assess or quote specific lead types, determining their viability and onboarding clients efficiently.
• Support departments with matter opening and the completion of Know Your Client (KYC) checks.
• Demonstrate an adaptable mindset and a willingness to accommodate to the changing needs of the team and business.

Opportunities and Benefits:

• A minimum of 25 days' annual leave (increasing with length of service) plus office closure between Christmas and New Year
• Employee Pension Scheme - SMART pension scheme
• Travel Insurance - covering you and eligible family members
• Death In Service - 3 x basic salary
• Private Medical Insurance (subject to opting in) and option of contributing to add eligible family members
• Income Protection - cover of up to 75% of salary
• Access to an interest free travel pass/parking loan
• A one-hour early finish, one Friday a month
• Two days a year to do charitable work, with a huge variety of events to get involved in
• The opportunity to participate in sports teams, hobby clubs, and social events
• Access to our Employee Assistance Programme and trained Mental Health First Aiders
• Annual promotions process open to all
• Work and employee referral schemes