Customer Service Assistant

Role

As a Legal Assistant in our Client Service Team (CST) you will primarily handle client queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

Responsibilities

• Deal with inbound client queries, primarily over telephone, but also include email, website and social media enquiries.
• Provide updates to clients on the status of the case in a timely and accurate manner.
• Act as a first point of resolution for client complaints and escalating through appropriate channels where resolution is not possible.
• Update and maintain client information, including notes from calls and other communication, in the relevant systems.
• Work closely with other members of the operational and legal teams to ensure seamless communication and client satisfaction.
• Participate in team meetings and contribute to process improvements related to client services.
• Work patterns: 2 shifts Monday to Friday 9:00am – 5:30pm or 11:30am – 8:00pm, and 1‑2 Saturday shifts per month.
• Travel to our Liverpool and Manchester offices as required.

Person Specification

Experience

• Previous experience of working in a customer service role.
• Previous experience of providing client service via telephony, email, and social media channels to the public.
• Experience using case management / CRM / client databases or systems (nice to have).

Skills

• Client‑centric approach with the ability to understand different client needs and deliver the right solution.
• Exceptional verbal and written communication skills.
• Calm and patient under pressure with the ability to deal with difficult and sensitive situations appropriately.
• Highly organised with strong attention to detail.
• Able to work effectively as part of a team and under own initiative.
• Continuous improvement mindset with a willingness to embrace change.
• Highly self‑motivated with the ability to meet multiple, tight deadlines in a fast‑paced dynamic environment with consistently high levels of performance.
• Strong problem‑solving skills – willing to think logically and provide solutions, even when dealing with novel issues.
• MS Office skills in Word, Outlook, PowerPoint and Excel.

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well‑being. Everyone who applies to or works for KP Law is treated equally, regardless of gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

Our Benefits

• Annual discretionary bonus scheme.
• Company contributory pension scheme.
• Hybrid working.
• Life assurance.
• Cash‑back healthcare scheme.
• Enhanced family‑friendly policies.
• Employee Assistance Programme.
• Subsidised gym membership.
• Cycle to Work scheme.
• Staff referral scheme.

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