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This is a fantastic opportunity to develop your career in a professional services environment while building strong client service, communication, and relationship management skills. You’ll gain exposure to different teams across the business, with ongoing training, support, and opportunities to grow. You’ll have the chance to take ownership of enquiries, make a real impact on client experience, and contribute to improvements within the team. The role also offers a supportive and collaborative environment, hybrid working for flexibility, and the chance to grow both professionally and personally as you develop new skills and expand your experience in client service and operations.
Job Responsibility:
Acting as the first point of contact for enquiries via phone, email, website enquiries, quotation tools, and live chat
Directing enquiries to the appropriate teams or departments
Providing fee estimates for agreed work types and supporting potential clients with their enquiries
Logging and managing enquiries within the CRM system, ensuring information is accurate and up to date
Creating and tracking leads and opportunities to support the firm’s potential work pipeline
Following up with potential clients and supporting them through the initial enquiry process
Liaising with legal teams to track the progress and outcome of enquiries passed to them
Managing non-matter enquiries, such as document or file requests
Handling initial client dissatisfaction or complaints, resolving where possible or escalating when needed
Supporting client service initiatives and improvements within the team
Assisting with training new colleagues on enquiry processes
Identifying opportunities to improve processes and service delivery
Supporting with administrative tasks when required
Requirements:
A customer-focused mindset with a passion for delivering excellent service
Strong communication skills, both written and verbal
The ability to stay organised and manage multiple enquiries
Confidence speaking with clients and colleagues across the business
Experience using CRM systems and Microsoft Office, or the ability to learn quickly
Strong attention to detail when managing information and data
A proactive approach to problem solving and improving processes
A professional and calm approach when handling challenging conversations
Previous experience in customer service, administration, or client-facing roles
What we offer:
Ongoing training, support, and opportunities to grow
Supportive and collaborative environment
Hybrid working for flexibility
Agile working and offer a blended approach to where and how we work