Customer Service Administrator

Customer Service Administrator – Full-Time or Part-Time (Minimum 28 Hours/Week)

Location: Clarke & Wright, Battlefield Enterprise Park, Shrewsbury

Pay: From £25,000 per year (depending on experience and pro rata for part time)

Hours: Full-time or part-time (minimum 28 hours per week) – specific days and hours to be agreed

Start Date: Positions available immediately

Are you an experienced customer service administrator looking for a friendly, professional workplace – whether full-time or substantial part-time hours?

Clarke & Wright, a well-regarded estate planning firm in Shrewsbury, is seeking a reliable and organised Customer Service Administrator to join our growing team. This varied role suits someone who takes pride in keeping things running smoothly, enjoys client contact, and is confident supporting both clients and colleagues.

Please note: applicants must have at least three years' experience in a similar office-based role and be available for a minimum of 28 hours per week.

Key Responsibilities

• Manage and progress a personal portfolio of client cases from instruction to completion.
• Act as the primary point of contact for clients within your case portfolio.
• Respond promptly and professionally to client calls and emails.
• Handle client cases relating to wills, trusts, and lasting powers of attorney.
• Schedule appointments and consultations for advisers and paralegals.
• Maintain accurate and up-to-date client records within the case management system.
• Prepare and issue client correspondence, engagement letters, and information packs.
• Monitor case timelines to ensure all tasks and follow-ups are completed on time.
• Liaise with paralegals and other colleagues to ensure smooth case progression.
• Provide regular updates to clients regarding the status of their documents.
• Complete ID verification and anti–money laundering checks in line with compliance procedures.
• Handle all client data and documentation in accordance with data protection and confidentiality requirements.
• Coordinate document signing appointments, in person or remotely.
• Manage incoming and outgoing post, including wills, LPAs, and trust deeds.
• Record client feedback and escalate service issues where appropriate.
• Support colleagues during busy periods and team projects to maintain service levels.
• Contribute to continuous improvement of administrative processes and client experience.

What We're Looking For

• Excellent written and verbal communication skills with a professional telephone manner.
• Strong organisational and time management abilities, with the capacity to prioritise effectively.
• High attention to detail and accuracy in document handling and record keeping.
• Confidence managing your own caseload while meeting deadlines and maintaining service standards.
• Empathetic and client-focused approach, maintaining professionalism in sensitive situations.
• Team-oriented attitude with the ability to collaborate effectively across departments.
• Sound understanding of confidentiality, data protection, and compliance procedures.
• Competence using case management systems, CRM databases, and Microsoft Office applications.
• Adaptable and proactive, with a positive approach to learning and process improvement.
• Experience in legal, financial, or professional services (desirable but not essential).

What We Offer

• Competitive pay with regular reviews.
• Paid holiday entitlement (pro-rata, equivalent to 28 days per year for full-time roles).
• A company laptop and iPhone.
• One day of home working per week (following training and induction).
• A friendly, supportive team and a positive, professional working environment.
• Flexible working patterns with a minimum commitment of 28 hours per week.
• Opportunities to develop your skills and take on greater responsibility over time.

If you enjoy being part of a small team where everyone pulls together, and your experience matches the role, we'd be delighted to hear from you.

How to Apply:

Please send a short message or email explaining your experience, your availability (full- or part-time), and why you'd like to join us.

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

Pay: From £25,000.00 per year

Benefits:

• Free parking
• On-site parking

Education:

• A-Level or equivalent (preferred)

Experience:

• Office: 3 years (required)

Location:

• Shrewsbury SY1 3FE (preferred)

Work Location: In person