Client Services Executive
Department: Client Services
Employment Type: Permanent - Full Time
Location: Manchester
Reporting To: Mark Newton
Description
Are you an experienced customer service professional eager 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 busy Client Services team.
The Client Services team plays a pivotal role as the linchpin between new and existing clients and our various legal teams, by conveying accurate information regarding client inquiries to the relevant department. This team serves as the backbone of our 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.
Typically the first point of contact for potential new clients, the successful candidate will act as an ambassador for JMW, reflecting our values and helping to ensure a smooth onboarding process for new matters.
Please note that we will be reviewing applications as they are received and will be conducting interviews on a rolling basis.
Key Responsibilities
- Communicate effectively with clients across various channels, supporting them with their legal enquiries and providing first-class customer service at all times
- Obtain and process client and enquiry information accurately using Proclaim case management software
- Escalate new enquiries to the relevant departments and promptly record department feedback
- Display an extensive understanding of the departments within JMW and the services they offer
- Organise workloads effectively, completing all tasks promptly and accurately and ensuring that all Client Services mailboxes are clear at the end of each working day
- Skillfully assess or quote specific lead types, determining their viability and onboarding clients efficiently
- Support departments with matter opening and the completion of Know Your Client (KYC) checks
- Demonstrate an adaptable mindset and a willingness to accommodate to the changing needs of the team and business
Skills, Knowledge and Expertise
- Proven experience in a client services focused role within a professional services environment, ideally the legal sector
- Excellent communication skills, both written and verbal
- Well organised and able to independently prioritise workloads to meet agreed service levels
- Accurate data entry, with meticulous attention to detail when recording new enquiries or case updates within the Proclaim case management system
- A strong academic record
- Proven track record of meeting or exceeding Key Performance Indicators (KPIs)
- Experience with Proclaim case management software is desirable, but full training will be provided
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