Client Services Advisor

2 weeks ago


Glasgow, Glasgow City, United Kingdom Jones Whyte LLP Full time

Working Hours: Monday - Friday, 35 hours per week

Jones Whyte are looking to recruit a Client Services Advisor to join our 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. 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.

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
  • 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

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
  • Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
  • 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

  • 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
  • Excellent maternity and paternity benefits
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