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Call Centre Representative

2 months ago

Manchester, United Kingdom Tuckers Solicitors Full time

Permanent, Full-Time 37.5 hours per week (WORK FROM OFFICE)
Shift Pattern
Tuckers Solicitors a leading criminal defence firm. Established in 1980, we have a nationwide team of experienced lawyers providing immediate and expert support. Renowned and recommended by The Legal 500 and Spears 500, Tuckers Solicitors has a history of delivering top-tier legal services. Our team has earned numerous awards, including - Legal Aid Lawyer of the Year, Justice Human Rights Lawyer of the Year and The Law Society's Solicitor of the Year Award.

While we are a mature business, we are currently undergoing an exciting period of transformation and growth, which gives us the dynamic energy of a start-up.


The key purpose of this role is call handling and to work with the paralegal team to streamline and triage the heavy volume of calls we receive to ensure efficient and streamlined client care.

You will rotate with other staff on front-of-house presence for the Manchester office, greeting clients and giving them the best first impression of the firm. An excellent command of English and I.As a Call Handler, you will be part of a reception and call handling team, effectively dealing with a large volume of calls that come into the firm daily. Additionally, you will provide administrative support to other departments within the firm, including the operational management team, where required. Client Greeting : Welcome clients in the Manchester office and direct them to the relevant departments as needed.
Information Management: Accurately record client details and case information into the firm’s database, ensuring all records are kept up to date.
Query Resolution: Address client queries and concerns, providing information and guidance on the firm’s services and processes.
Identify and prioritize urgent calls, ensuring they are handled swiftly and appropriately.
Confidentiality : Maintain confidentiality of all client information and adhere to the firm’s data protection policies.
Office Management : Assist with opening and closing the Manchester office as needed.
Administrative Support: Provide administrative support to other departments within the firm as required.
Mail Handling: Assist with the opening, sorting, and scanning of incoming post, and sending outgoing post for the office.
Payment Handling : Use the card payment system to take payments from clients both in person and over the phone.
Undertake other duties within the scope of the role as requested by the Managing Partner or Central Services Manager.


Telephone Skills : Excellent telephone manner, capable of processing a large volume of calls quickly, effectively, and accurately.
Technical Skills : IT literate, proficient in using Microsoft Office software, and able to learn new applications quickly.
Flexible and adaptable.
Training : Willing to undertake any required training.
Career growth and development opportunities
A supportive and collaborative work culture

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us on our journey of transformation and be a part of a team that values excellence, collaboration, and innovation.