Client Services Executive

Our client is a Top 100 Manchester Law firm, and they have a fantastic opportunity for a Client Services Executive to join their Team in Manchester. Whether you're a law grad with customer service experience seeking to apply that in a legal setting, or a customer service professional keen to utilise your skills and knowledge in an award-winning law firm, we have a great opportunity for a Client Services Executive to join our client's busy Client Services team.
The Client Services team plays a pivotal role as the linchpin between new and existing clients and our client’s various legal teams, by conveying accurate information regarding client inquiries to the relevant department. This team serves as the backbone of the client’s operation, supporting the legal departments in our Manchester, Liverpool and London offices. They are committed to delivering impeccable customer service, ultimately leading to the cultivation of repeat business and client endorsements.
This is a fully office-based role at the head office in Manchester.
Skills & Experience Required

• Ability to act as liaison between new clients and departments, by delivering accurate contact information and a detailed description of the legal query.
• Display exemplary customer service skills and a sales-minded attitude.
• Adaptability and willingness to change in accordance with the needs of the firm and Client Services team.
• Applicants must have experience in telephone-based customer services.
• Meticulous attention to detail is essential.
• Professional and proactive approach to work.
• Experience within a law firm would be highly advantageous.
• Experience of using Proclaim Case Management system would be advantageous, however full training will be provided.

Role & Duties

1. To act in a professional and courteous manner at all times to maximise the client experience.
2. To approach enquiries with a sales-minded attitude to identify opportunities in which JMW can assist.
3. To demonstrate extensive knowledge of the departments within JMW and the type(s) of work that they primarily deal with.
4. To communicate with clients regarding their legal queries and guide them to the appropriate department.
5. To consistently obtain and process all essential client information accurately on the Proclaim system.
6. To ensure customer enquiries are picked up promptly by the relevant department, by seeking feedback on a regular basis.
7. To maintain positive relationships with clients to build trust and ensure repeat custom and client recommendations.
8. To use all methods of customer communication, including phone calls, email and text messaging to capture business.
9. To take personal responsibility to ensure that the client journey is as smooth and efficient as possible.