Role: Client Services Advisor
Place of work: Glasgow, City Centre
Contract type: Permanent, 35 hours per week
Working Hours: Monday-Friday, 9am-5pm
Do you have a passion for providing excellent service? Do you have experience in a sales/customer service role? If so, Jones Whyte has the perfect opportunity for you!
Jones Whyte is an established law firm based in Glasgow, specialising in providing comprehensive legal services to individuals and businesses. With a strong commitment to excellence and client satisfaction, we are dedicated to delivering innovative solutions and exceptional legal advice tailored to our clients' needs.
The Role
We are seeking a Client Services Advisor to join our dynamic and fast-paced Client Services department, specifically working within our Private Client Bereavement team.
In this role, you will be responsible for handling and converting both inbound and outbound enquiries, ensuring potential clients receive the best possible service. Each of our Client Services sub-team specialises in managing enquiries related to a specific area of the firm, providing tailored support to those in need. Our Private Client Bereavement teamsupport clients who are dealing with a bereavement and require support in the administration of an estate.
You will work closely with a dedicated Team Leader and a supportive team of Client Services Advisors. Collaboration is key, as our department works together to ensure every client enquiry is addressed efficiently and professionally.
There is the option to work hybrid, with at least 3 days in the Glasgow office, upon completion of office-based training.
This role presents an opportunity for the right candidate to develop personally and professionally within the firm and gain promotion. No legal experience is necessary, but would be desirable, as full training will be provided. Customer service with call handling background is essential.
Responsibilities
- To respond to inbound and outbound calls, emails, and web enquiries (warm leads) from existing, new, and returning clients looking for legal advice and services
- To generate quotations and ensure that prospective clients have an excellent experience as soon as they contact our firm
- Talking to clients to understand their requirements and selecting services to suit
- Handling leads from multiple channels and controlling them through our leads management system
- Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
- Adhering to and putting into practice all Jones Whyte policies and procedures in a professional and confidential manner
- Using initiative and incentives to promote referral opportunities and liaise with other departments within the business to identify and meet client needs
- Taking payments online and over the phone
- Producing contracts and managing e-sign processes
- Liaising throughout with our solicitors to ensure clients receive fast and accurate legal advice
- Providing an efficient, professional service to clients at all times
- Attending and contributing to weekly team meetings
Key Attributes
- Excellent communication
- Ability to build rapport quickly with others
- Professional, confident & courteous phone manner
- Basic computing & IT skills (MS Office applications)
- Positive forward-thinking mind-set
- Customer focus
- Results driven mind-set
- Experience of sales, customer service and/or contact centres
- Experience working towards daily/monthly KPIs/targets
- Experience working in a law firm
- Experience working with HubSpot
Company Benefits & Perks
- Competitive salary & Monthly Commission
- 23 days holiday plus 8 bank holidays.
- Holiday Loyalty Scheme: Up to 5 additional days
- Buy and Sell up to 3 holiday days each year
- Enhanced maternity and paternity benefits
- Wellbeing Support
- Annual Company Day out
- Hybrid working and modern Glasgow office
- Birthday early finish and regular team events
