Address
Form of work Talentworx are working with a Legal Firm in the Centre of Glasgow who are looking to recruit a Client Services Advisor to join their busy Client Services Team to promote and convert inbound calls.
This is an entry level role, which presents an opportunity for the right candidate to develop personally and professionally within the firm. Their collaborative and supportive environment gives you the chance to build solid relationships with senior leaders and peers alike.
What's in it for you?
• Around £24K
• 23 days holiday plus 8 bank holidays. Closing over Christmas & New Year.
• Holiday Loyalty Scheme: Earn an additional 5 days holiday.
• Buy and Sell up to 3 holiday days each year
• Company Bonus Scheme
• Company Pension Scheme
• Company referral scheme
• Excellent maternity and paternity benefits
• Wellbeing Support
• Quarterly team nights/days out
• Annual Company Day out
• Birthday Day early finish
The Role
As a Client Services Advisor you will be responsible for converting inbound enquiries for legal departments. You will be handling calls and enquiries which are of a sensitive nature, therefore being compassionate and understanding is essential to this role. The role will involve you building relationships with clients in a short period of time, identifying case types / departments and quickly capturing the right information to transfer the call to the correct person or department. When you are speaking with clients you will need the skills to identify and assist clients' requirements and navigate a case management system.
Enquiries will come through in a variety of different ways - emails, via a lead management system & phone calls - so you will be required to navigate all platforms effectively. Initially your working hours will be 9am-5pm for training purposes, with the introduction of shifts of 8 hours (including an unpaid lunch break) between 9am-7pm from week 2/ 3.
Who Are You? You should have:
• Experience of customer service and/or reception
• Excellent communication skills
• A passion for providing excellent service
• The ability to quickly build rapport with clients
• A confident, courteous & professional phone manner
• Basic computing & IT skills (MS Office applications)
• A positive forward-thinking mind-set
• The ability to overcome objections
It would be preferable but not essential for you to have:
• Experience working towards daily/monthly KPIs/targets
• Previous experience within a Law firm
• Telecommunication experience
Key Responsibilities
• To respond to inbound calls, emails and web enquiries from new and returning clients looking for legal advice and services
• To generate quotations and ensure that prospective customers have an excellent experience as soon as they contact the firm
• Using initiative to identify and meet customer needs
• Liaise with other departments within the business to identify and meet customer needs
• Meeting KPIs/Targets to support the wider needs of the business
• Handling enquiries from multiple channels and controlling them through a lead management system
• Talking to clients to understand their requirements and directing calls to suit
• Taking payments online and over the phone
• Liaising with Solicitors to ensure clients receive fast and accurate legal advice
• Providing an efficient, professional service to clients at all times
• Attending and contributing to weekly team meetings
• Reporting figures and statistics to team leaders and senior management
• Adhering to and putting into practice all company policies and procedures in a professional and confidential manner
