Client Engagement Team Leader

3 months ago

Newport, United Kingdom JM Selection Full time

**Client Engagement Team Leader**

We are currently recruiting a Client Engagement Team Leader for a reputable solicitors.

Role Responsibilities
- To ensure a smooth process in handling all of the aspects of on-boarding a client.
- Responsible for a wide range of duties from account opening to account maintenance, to internal partner support with extensive client interface.
- To be the firms’ first point of contact with a prospect.
- Assist with proactively managing client relationships to maintain and improve client satisfaction and retention.
- To obtain the initial client information
- To conduct quality assurance via questionnaires and telephone communication.
- Develop excellent working relationships with the team and the broader organisation.
- To open case files and produce the relevant initial paperwork to clients.
- Checking all contact information is correctly recorded for all clients and prospects.
- Chasing any outstanding paperwork/information from clients to be able to progress a case.
- To ensure all GDPR and confidentiality regulations are adhered to at all times.
- To exercise sensitive management of the details received during conversations with the client.
- To provide high quality customer service to all clients and contacts.
- Participate in initiatives to improve the client and account management process.
- To contact existing commercial clients promoting our webinars, events etc.
- To appropriately cross sell the services of other departments within the firm at relevant stages of a matter.
- To maintain active logs of client engagement/retention to provide to Line Manager.
- To support and cover other team members when needed.
- To maintain a friendly and positive attitude as this is a client-focused role.
- To undertake other tasks in line with the role, as instructed by Line Manager.
- To work in accordance with quality standards.
- To capture and record information so that KPIs can be measured.
- To provide guidance to junior team members as required.
- Have appropriate skills or ability to acquire and develop skills in order to utilise case management system effectively.
- To ensure protocols are adhered to in order to protect the confidentiality of both the firm’s and clients’ documentation and information.
- Post Holders will work collaboratively with other appropriate departments within the firm to ensure a seamless service is provided for all clients of the firm.
- To attend and, where required, contribute to team meetings.
- To undertake such administrative duties as is reasonably required from time to time.
- Support the fostering of a collaborative team environment by providing support when covering for colleagues and willingly offering assistance, prioritising tasks appropriately in order to assist colleagues for the benefit of the teaM/Firm.
- Act as a mentor to new team members when required.

Role Requirements
- A year’s previous experience of client/customer service
- Previous sales experience
- IT-literate with skills in word, excel and record keeping.
- Excellent written and verbal communication skills, with attention to detail
- Experience of working in a legal/professional services environment
- Customer Service qualification (desirable)
- Self-motivated team player
- The ability to prioritise and manage own workloads effectively
- Ability to adapt to new scenarios
- The ability to work under pressure and meet deadlines
- Ability to develop relationships, particularly with potential clients/contacts
- Ability to exercise compassion and discretion with client information
- The ability and desire to contribute any ideas to Line Manager to promote or improve the services we provide
- Demonstrated skills of managing a small team.

Based in Newport but occasional travel to Cardiff would be required

Monday to Friday, 8.30am-5pm

£22,000 - 25,000 depending on experience

Permanent

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

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