Client Services Advisor

1 month ago


Oxford, United Kingdom Hedges Law Full time

**Client Services Advisor**

**JOB TITLE**:Client Services Advisor

**LOCATION**:Wallingford/Oxford/Hybrid

**SALARY**:Dependant on experience

**HOURS OF WORK**:35 hours

**ACCOUNTABLE TO**:Client Service Manager

**EMPLOYMENT STATUS**:Permanent contract

**ROLE PURPOSE**:
Provide pre and post sales support. Servicing inbound prospect enquiries by engaging and qualifying all prospective clients. This role is one of the first touch points for prospects and has the opportunity to set the tone for the Hedges’ ‘advice for life’ journey and sales cycle that follows.
- To provide a high level of prospect and client service
- To follow Team and Firm processes to deliver excellent client service
- To respond quickly and eciently to incoming enquiries
- Following up ‘lost’ prospects
- To cross-sell other Hedges services to existing clients

**KEY RESPONSIBILITIES**:

- Assist prospects and clients
- Book Initial Appointments with Hedgeholders
- Ensure prospects receive a smooth transition to becoming a client
- Make outbound calls and receive Inbound calls
- Increase revenue by upselling additional services to prospects and clients
- Servicing inbound prospect enquiries by engaging and qualifying all prospective clients. This role is one of the first touch points for prospects and has the opportunity to set the tone for the Hedges’ ‘advice for life’ journey and sales cycle that follows.
- Following up with newly instructed prospects to ascertain any service requirements
- Contacting clients at regular intervals throughout their legal transaction journey to elicit feedback, continue to build client-Hedges relationship, consider further legal service needs and harvest client reviews
- Sharing opportunities with management team and individuals for improved prospect & client satisfaction and service levels
- Reviewing transaction with client at matter-close point and considering next steps on ‘advice for life’ journey
- Liaising with marketing team on opportunities/ideas and feeding back on themes from CRM data
- Reporting on sales activity and results
- Respond, engage and either qualify inbound prospects or pass to specific teams for qualification.
- Diligently update Actionstep (our PMS/CRM) to stay current on prospects and follow-ups.
- Ensure successful follow-through of our sales process by maintaining accurate activity and lead qualification information.
- Engage current clients to expand awareness of our services, ask for referrals and reviews, identify opportunities, and develop and record prospect data
- Drive prospect conversion, and existing client re-instruction success to meet sales and marketing KPIs

**ESSENTIAL SKILLS**:

- Strong and engaging communication skills, both verbal and written
- Commercial awareness
- Emotional intelligence and ability to build trust and rapport
- Self-motivated with a results-driven approach
- Fast learner and passion for sales
- Ability to manage numerous requests and time demands concurrently
- Previous sales experience and use of CRM preferable
- Comfortable with tech and innovation to drive improved service delivery
- Would suit someone with experience of legal/professional services
- Highly organised
- Team Player
- Highly technology proficient or a strong desire to learn
- Personable
- Customer service and sales experience desirable

(including colour, nationality, ethnic or national origins), sexual orientation, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity.

Hedges Law is a trading name of Hedges Law Limited.

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

**Salary**: £25,000.00 per year

**Benefits**:

- On-site parking
- Profit sharing

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: Hybrid remote in Oxford

Reference ID: Client/Hedges



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