AddressRole: Client Services Advisor
Contract type: Permanent, 31 hours per week
Working Hours: Working 4 days out of 5 each week (Monday to Friday) plus Saturday 9am-12pm.
Remote Working
Jones Whyte are looking to recruit a Client Services Advisor to join our busy Client Services Team to promote and convert inbound and outbound calls. This is an entry level role, which presents an opportunity for the right candidate to develop personally and professionally within the firm. At Jones Whyte you will be surrounded by people who will help you achieve your ambitions. Our collaborative and supportive environment gives you the chance to build solid relationships with senior leaders and peers alike.
The Role
As a Client Services Advisor you will be responsible for converting our inbound enquiries for our 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 our case management system. Enquiries will come through in a variety of different ways - emails, via our lead management system & phone calls - so you will be required to navigate all platforms effectively.
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 our firm
- Using initiative to identify and meet customer needs
- Liaise with other departments within the business to identify and meet customer needs
- Handling enquiries from multiple channels and controlling them through our lead management system
- Talking to clients to understand their requirements and directing calls to suit
- Taking payments online and over the phone
- Liaising with our 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 Jones Whyte policies and procedures in a professional and confidential manner
Company Benefits & Perks
- Competitive Salary
- 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
