Job Description

Location:

Birmingham

Job purpose

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The role will involve providing excellent customer service on switchboard dealing with a high number of calls, together with assisting with new client admin duties where necessary to provide effective administrative support to all employees of the company in order to ensure the smooth running of the practice.



Essential to the role is being able to develop the understanding and embrace the concept of "excellent customer service" and the post holder will need to be willing to reach a stage where they are able to offer interim solutions to the client that fall within agreed parameters.



Experience in dealing with switchboard and admin environment is preferred, however it is understood that the post holder will require some training in the areas of data protection, customer service, switchboard post room and new client onboarding. In order to achieve these skills they will undergo internal training. Success does not depend on any prior learning, only the willingness to learn and achieve.

Job Context

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Working in a fast paced and dynamic environment within a growing business. The role holder will primarily play a key part in providing "excellent customer service" when dealing with incoming calls and requests, together with assisting in dealing with internal and external clients and all visitors ensuring excellent first impressions and maintaining a professional image at all times.

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PRIMARY ROLE:

SWITCHBOARD

Dealing with a high volume of calls Ensure that all calls are answered in a timely, polite, and professional manner in line with customer service guidelines. Assessing new client enquiries according to relative vetting criteria. Transferring calls to the appropriate colleague/department Manage and maintain customer complaints/issues log arising out of any calls taken Be an ambassador for the business in promoting an excellent customer experience Updating details on the company's electronic case management systems in a message taking capacity only.

SECONDARY ROLE:

NEW CLIENT ADVISOR

Inputting new client matters into the associated case management systems. Responsible for a task list relating to new client onboarding and case preparation for handover to fee earners and solicitors. Drafting and actioning of client retainer documents. File opening and associated duties including conflict and AML searching. General new client admin duties.

FRONT OF HOUSE

Ensure that all visitors are welcomed into the Company with excellent customer service skills. Booking clients in and contact the relevant colleague in a timely manner. Manage and maintain the room booking system. Facilitate room preparation, including: the provision of refreshments and IT set up for company meetings, training interventions, recruitment assessment days, in order to promote excellence and enhance the customer journey for both external and internal customers. Ordering of stationery and conducting stock checks Contribution to office floor checks and replenishment of necessary stock and supplies

POST ROOM

Coordinating a high volume of incoming and outgoing post. Following defined processes and operate bespoke mail equipment. Exercise discretion and observe company policy in the handling of private and confidential correspondence. Deadline orientated and understand link between outputs and impact on business Handle confidential legal information with the required sensitivity and confidentiality Collating information using a range of resources including scanning, photocopying and faxing

GENERAL

Working towards demanding targets and deadlines Assisting the Head of New Business to ensure there is an effective working environment for all members of the business. Supporting the business in general administrative duties including but not limited to trial bundle preparation. Occasional travel to other offices where business needs require this.

COMPLIANCE

Responsible for completion of conflict searching across business brands Responsible for completion of requested Anti Money Laundering searches across business brands

Job challenges

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Managing a high volume of client calls Playing an integral part to the capturing of clients and the subsequent conversion of leads. Providing a quality service to internal & external clients and referrers Attention to detail and timely responses when undertaking daily duties and tasks Dealing with a large volume of mail both incoming and outgoing


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Job knowledge, Skills & Experience

Excellent telephone manner Experience in a similar role would be an advantage Exceptional customer service skills Good organisational and interpersonal skills Good written and oral communication skills. Pay attention to detail Must have good computer skills with knowledge of the Office Suite (Word, Excel, Outlook) Be a good 'People' person and work well as part of a team. Flexible approach and able to work with a process orientated team Familiar with scanning facilities (Would be an advantage) GCSE Maths and English grade C or above or equivalent

Person Specification

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Package

After a year service get birthday off Company Pension Medicash Heath Plan Flexible working Social Events Encouragement of internal progression ####

Apply now

You can apply for this position by sending your CV and covering letter to

sue.morris@cartwrightking.co.uk

We value diversity and are committed to equal opportunities.