What are we recruiting for?
We are pleased to announce an exciting opportunity to join our Residential Conveyancing Team as a Client Care & Onboarding Executive. This pivotal role is focused on delivering a first-class experience to our clients from the very beginning of their journey with us. As the first point of contact for potential clients and referrers, you'll play a key role in setting the tone for the high level of communication, attention to detail, and care that defines our service.
You will be responsible for contacting all clients who request a quote whether via our website, referral leads, or paid media and ensuring that every enquiry is followed up promptly and professionally. This is your chance to introduce clients to the Birchall Blackburn Law experience: a unique, personalised conveyancing service that puts them at the centre.
You will also work closely with key stakeholders including Estate Agents and Solicitors, ensuring the client onboarding process is smooth, efficient, and reflective of our commitment to service excellence.
This is a fast-paced, high-pressure environment where strong planning, organisation, and the ability to manage and follow up multiple enquiries is key. Legal experience is not essential, but a background in a lead-generation or customer service-driven role is highly beneficial.
Who are we? / What do we do?
At Birchall Blackburn Law, we are proud to be a forward-thinking legal practice, specialising in residential conveyancing. We are passionate about delivering a personal, modern, and highly responsive service to our clients and referrers. Our team is built on strong values: integrity, clarity, communication, and care. We pride ourselves on going the extra mile to support our clients through every step of their transaction.
What are we looking for?
We are looking for someone who is:
- Passionate about client care, with a proactive, can-do attitude.
- Experienced in working in a high-pressure, fast-paced, lead-generating environment.
- Driven by results, with a strong focus on performance and service standards.
- Confidence in converting leads
- Excellent at planning and organising tasks, with the ability to manage multiple client enquiries at once.
- Skilled in following up leads and enquiries with persistence and professionalism.
- Comfortable communicating with clients over the phone, building rapport quickly, and offering reassurance throughout the onboarding process.
- Experienced in client communication, with the ability to "read the room" and tailor interactions accordingly.
- Detail-oriented, highly organised, and confident when handling queries about quotes, fees, and the conveyancing process.
- A true team player, eager to contribute to a positive, supportive, and high-performance culture.
- Legal experience is welcome but not essential.
Key Responsibilities
- Respond to all inbound client enquiries within agreed SLAs.
- Make outbound contact to clients who have received quotes to offer support and answer any initial questions.
- Follow up on all leads and ensure no opportunity is missed.
- Guide clients through the onboarding process, ensuring they feel informed and confident before proceeding.
- Collaborate with Estate Agents and Solicitors, to ensure a seamless start to each transaction.
- Deliver exceptional client care through professional, personalised communication.
- Understand and assess client needs to help set each matter up for success from day one.
- Maintain accurate records of all client interactions and activities within our quoting systems.
In return, we can offer you a competitive salary and benefits package.
Job Types: Full-time, Permanent
Work Location: In person
Reference ID: 38MAN