Client Services Advisor

3 weeks ago

Glasgow, Glasgow City, United Kingdom Jones Whyte Full time

Role: Client Services Advisor

Place of work: Glasgow, City Centre

Contract type: Permanent, 35 hours per week

Working Hours: Monday-Friday, 9am-5pm

Do you have a passion for providing excellent service? Do you have experience in a sales/customer service role? If so, Jones Whyte have the perfect opportunity for you

Jones Whyte is an established law firm based in Glasgow, specialising in providing comprehensive legal services to individuals and businesses. With a strong commitment to excellence and client satisfaction, we are dedicated to delivering innovative solutions and exceptional legal advice tailored to our clients' needs.

The Role

We are seeking two Client Services Advisors to join our dynamic and fast-paced Client Services department, specifically supporting our Personal Injury and Private Client sub-teams.

In this role, you will be responsible for handling and converting both inbound and outbound enquiries, ensuring potential clients receive the best possible service. Each sub-team specialises in managing enquiries related to Personal Injury claims or Estate Planning matters, providing tailored support to those in need.

You will work closely with a dedicated Team Leader and a supportive team of Client Services Advisors. Collaboration is key, as our department works together to ensure every client enquiry is addressed efficiently and professionally.

This role presents an opportunity for the right candidate to develop personally and professionally within the firm and gain promotion. No legal experience is necessary, but would be desirable, as full training will be provided. Customer service with call handling background is preferred.

There is the option to work hybrid, with at least 3 days in the Glasgow office.

Key Attributes

  • Excellent communication
  • Ability to build rapport quickly with others
  • Professional, confident & courteous phone manner
  • Basic computing & IT skills (MS Office applications)
  • Positive forward-thinking mind-set
  • Customer focus
  • Results driven mind-set
  • Experience of sales, customer service or contact centres
  • Experience working towards daily/monthly KPIs/targets

Desirable but not essential:

  • Experience working in a law firm

Responsibilities

  • To respond to inbound and outbound calls, emails, and web enquiries (warm leads) from existing, new, and returning clients looking for legal advice and services
  • To generate quotations and ensure that prospective clients have an excellent experience as soon as they contact our firm
  • Talking to clients to understand their requirements and selecting services to suit
  • Handling leads from multiple channels and controlling them through our leads management system
  • Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
  • Adhering to and putting into practice all Jones Whyte policies and procedures in a professional and confidential manner
  • Using initiative and incentives to promote referral opportunities and liaise with other departments within the business to identify and meet client needs
  • Taking payments online and over the phone
  • Producing contracts and managing e-sign processes
  • Liaising throughout 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

Company Benefits & Perks

  • 23 days holiday plus 8 bank holidays.
  • Holiday Loyalty Scheme: Earn an additional 5 days holiday.
  • Buy and Sell up to 3 holiday days each year
  • Excellent maternity and paternity benefits
  • Monthly Commission
  • Wellbeing Support
  • Annual Company Day out
  • Company referral scheme
  • Birthday Day early finish

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