Job Description

Job Title:

Part-Time Telephone Receptionist (Legal) - "New Model" Law Firm

Location:

Office - Oswestry, Shropshire

Reports to:

Operations Manager

Contract type:

Part-time, permanent (subject to probation)

Hours:

15 & 22.5 hours on an alternating weekly basis, with flexibility for holiday cover

Salary:

Competitive, depending on experience

Start date:

12th January

About the Firm

Nexa Law is a modern, technology-enabled law firm designed to deliver a high-quality client experience with efficient processes, clear communication and robust compliance. We operate a streamlined, "new model" approach combining professional standards with smart systems and responsive client care.

This role is central to the firm's first impression: managing inbound calls, triaging enquiries, supporting client onboarding processes and ensuring callers are handled promptly, courteously and in line with regulatory and confidentiality requirements.

Role Summary

The Part-Time Telephone Receptionist will be responsible for answering and managing incoming calls, identifying caller needs, routing calls appropriately, taking accurate messages and supporting basic administrative tasks connected to client intake. The role requires professionalism, discretion, strong attention to detail and confidence using cloud telephony ideally 3CX (or a comparable VoIP system). You will also be assisting with archiving of client matters.

Key Responsibilities

1. Call Handling and Client Experience

1.1 Answer inbound calls promptly and professionally in accordance with the firm's standards.
1.2 Provide a calm, courteous and efficient experience to clients, consultants and third parties.
1.3 Identify the nature of enquiries, triage appropriately, and transfer calls to the correct team.
1.4 Take clear, accurate messages (including key details, urgency and preferred contact method) and ensure prompt delivery to the correct person.
1.5 Manage callers' expectations regarding timescales, availability and next steps without giving legal advice.

2. Telephony and Systems (3CX / VoIP)

2.1 Operate the firm's telephone answering system, including call transfer and message taking.
2.2 Manage missed calls and voicemails in line with firm procedures and service targets.
2.3 Record and maintain accurate call notes where required.
2.4 Escalate technical issues appropriately and assist with basic troubleshooting (headsets, softphone login, connectivity).

3. Enquiries, Intake Support and Administration

3.1 Capture initial enquiry information in line with firm intake procedures (e.g., contact details, matter type, urgency, referral source).
3.2 Assist with administrative tasks during quieter periods (e.g., matter archiving).
3.3 Maintain accurate records and follow internal workflows to ensure enquiries are not lost or delayed.

Person Specification

Essential

Proven experience in a telephone-based receptionist, call handling, customer service or legal support role. Excellent telephone manner and professional communication skills (verbal and written). Strong organisational skills with the ability to manage multiple calls and priorities calmly. High attention to detail, including accurate message-taking and record-keeping. Competence with Microsoft 365 (Outlook, Teams) and general digital literacy. Discretion and a clear understanding of confidentiality in a professional setting.

Desirable

Experience in a law firm, professional services environment, or regulated setting. Working knowledge of

3CX

(softphone, queues, call routing) or similar VoIP/cloud telephony systems (e.g., RingCentral, Zoom Phone, MS Teams Phone, Avaya, Mitel). Familiarity with CRM or practice management systems (e.g., Clio, LEAP, Actionstep, or equivalent).

Skills and Behaviours

Client-focused and service-oriented, with a consistent, courteous approach. Calm under pressure and able to manage high call volumes. Proactive, dependable and punctual, with strong follow-through. Comfortable working with structured scripts and processes while applying good judgment. Team-oriented, with the ability to work independently and escalate appropriately.

Working Arrangements and Requirements

Location: Office based in Oswestry with free parking. Part-time working on a 2 day week one 3 days weeks 2 job share shift pattern. Availability to provide occasional holiday/sickness cover by prior agreement is advantageous. Right to work in the UK required.

Performance Indicators (Examples)

Call answering time and abandonment rate within firm targets. Accuracy and completeness of messages and enquiry notes. Client satisfaction/feedback and professionalism of call handling. Reliability, punctuality and adherence to confidentiality/compliance processes.

Application Process

Please submit:

CV; and covering letter to Jonathan.Pierce@nexa.law A short cover note confirming availability and any relevant experience with 3CX (or similar systems).
Job Type: Part-time

Pay: 24,000.00-25,000.00 per year

Expected hours: 22.5 per week

Work Location: In person