New Business Team Support, Manchester (Job Ref: 16MAN)

Why work for us?

With a first class reputation within the legal industry, you will join a team of hardworking and highly experienced legal experts who are dedicated to providing a high quality and understanding service to clients.
There are ample opportunities to progress within the company. We have 7 offices across the North West in Chester, Chorley, Leyland, Manchester, Morecambe, Preston and Southport.

The Role

Working within our Client Services Team at our Manchester office, you will be a point of contact for new clients to guide them through the set up of their legal service and ensure that their needs are met. You will strive to provide an excellent service to clients both on the telephone and by email, resolve queries and ensure that clients receive a prompt and courteous service. This is a great opportunity to establish your career within a legal environment, with a leading organisation that offers support and progression.

Key Responsibilities

Customer/Client Care

  • Handle a high volume of calls, respond to voicemails and deal with correspondence that comes into the relevant shared email inboxes
  • Follow up with clients in accordance with agreed procedures
  • Ensure clients and referrers are updated in line with SLA’s and relevant websites are updated accurately and promptly with the necessary information
  • Liaise with relevant parties both internally and externally to ensure that matters are progressed promptly
  • Ensure a positive client experience through high quality client service and effective communication
  • Handle a range of different situations and react accordingly with tact, diplomacy and empathy to diffuse potentially tense confrontations in a positive and calm manner
  • File Opening
  • Action new instructions and prepare for client file openings
  • Open files for all new instructions within the required SLA for all sources
  • Conduct welcome calls to all clients regarding their transactions
  • Issue welcome packs to clients for all new instructions
  • Accurately update details on matters which have already been set up and inform all parties of any changes
  • Review allocation list and requirements
  • Allocate the pre-instruction file to the relevant conveyancer within the department.
  • Document Review, Identification Checks & General Administration
  • Acknowledge and action scanned documents requiring action in the Command Centre
  • Review all returned client documents
  • Carry out all electronic ID checks
  • Review, action and complete milestones promptly to enable a smooth progression of the new client to the relevant caseworker
  • Provide and amend quotes for non-referred matters and clients
  • Maintain accurate, up to date and appropriate records

Experience and Skills

  • Experience of working within a customer service role
  • Excellent communication skills both written and verbal
  • Listening skills & ability to identify customer requirements
  • Demonstrate a strong attention to detail
  • Remain resilient and focused while handling difficult conversations
  • Show willingness to learn, whilst recognising limits of ability and when to seek advice
  • Good inter-personal skills, able to deal with all levels within an organisation and ability to deal with people from all backgrounds
  • Ability to self manage and prioritise workload
  • Ability to work collaboratively, playing an active role within the team.
  • Good IT skills including experience in using Microsoft office tools – Word, Excel, Outlook etc.

In return, we can offer you a competitive salary and benefits package. The business is currently trialling a hybrid working model and offers enhanced flexibility meaning you’ll be required to spend some time in the office and some time working from home.

Hours: 37.5 hours per week (Full Time, Permanent)
Salary: Competitive
Applications to: Please apply for this role by sending your CV and covering letter to quoting Job Ref 16MAN
Please note, this vacancy may be closed at any time if sufficient applications have been received.
No agencies.