Client Experience Expert

We’re a national law firm with a local reach. Our philosophy is ‘Expert Hand, Human Touch’ - something you’ll find in the way we work with our clients and how we support our teams. But, we’re more than just a law firm - we’re a team, working together to help individuals and businesses navigate life’s ups and downs.

Whichever team you join, working here you’ll feel a part of our friendly and inclusive environment. We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things, and make a real difference to our clients and communities.

The work we do has been recognised in the awards we’ve won. We’re committed to being even better, and our awards help to show we’re on the right track.

We recognise that the office 9-5 isn’t for everyone. That’s why we’ve introduced ‘Flexible by Choice’. Whether it’s working from home, in our offices, or a combination of the both, we trust each other to support our clients, colleagues and communities at the right time, in the right way.

**Your Role**

As a Client Experience Expert, you’ll be the first point of contact for our clients and providing excellent service in every client and internal interaction through all communication channels made via the Contact Centre. You’ll be joining a small team within a department of around 30-60 colleagues. You’ll be dealing with a variety of calls, so you’ll need to take ownership of their query and provide guidance and support with this.

**What You'll Be Doing**
- Answering internal & external client calls & digital enquiries for all areas of the firm, whilst championing Irwin Mitchell’s values and ethics.
- Treating all calls confidentially and complying with Data Protection regulations.
- Adapting to rotate across departments within the Contact Centre based upon client demand.
- Supporting clients to get the relevant support they require either directly or supporting them to reach the right area of the firm to help them.
- Updating client's records on computer databases, ensuring strong attention to detail and that all data is accurate.
- Owning the client experience and putting the client at the heart of everything you do. Escalating any concerns to the Client Experience Leader when necessary.
- Maximising your availability to ensure all client queries are answered in a timely fashion.
- Complying with all the firm’s policies and procedures and undertake all reasonable instructions efficiently.

**What We're Looking For**
- Previous experience working in a Contact Centre, or similar environment.
- Significant experience in a customer service/client services background.
- Confidence in handing difficult and sensitive conversations.
- Strong IT skills, and a good understanding of Microsoft Office programmes.
- Good communications skills, both written and verbal.
- Excellent listening and questioning skills.
- Demonstrative problem solving skills.

**What we can offer you**
- 25 days annual leave, with the opportunity to buy additional leave
- Two fundraising days in a year to give back to the community (fully paid)
- Westfield Health membership, offering discounted leisure and travel and refunds on medical services

We also offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace as well as flexible working options to ensure that you are fully supported to work the way that best suits you. Our social responsibility programme is fundamental to who we are. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish. We have a range of groups to celebrate our people across sexuality, disability, age, gender and culture.

**Additional Information**

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.