ABOUT US

Tuckers Solicitors a leading criminal defence firm. Established in 1980, we have a nationwide team of experienced lawyers providing immediate and expert support. Our team is highly experienced in successfully defending clients across the full range of criminal offences, with specialist expertise in a number of areas.
Renowned and recommended by The Legal 500 and Spears 500, Tuckers Solicitors has a history of delivering top-tier legal services. Our team has earned numerous awards, including - Legal Aid Lawyer of the Year, Justice Human Rights Lawyer of the Year and The Law Society’s Solicitor of the Year Award.
While we are a mature business, we are currently undergoing an exciting period of transformation and growth, which gives us the dynamic energy of a start-up.

JOB SUMMARY

The key purpose of this role is call handling and to work with the paralegal team to streamline and triage the heavy volume of calls we receive to ensure efficient and streamlined client care.
You will rotate with other staff on front-of-house presence for the Manchester office, greeting clients and giving them the best first impression of the firm. An excellent command of English and I.T literacy is essential to perform this job.
As a Call Handler, you will be part of a reception and call handling team, effectively dealing with a large volume of calls that come into the firm daily. Additionally, you will provide administrative support to other departments within the firm, including the operational management team, where required. Emphasizing client care, you will be the voice and face of the firm and the first impression that clients have of Tuckers Solicitors. This role is also integral in winning new clients and increasing instructions.

KEY RESPONSIBILITIES

· Client Greeting: Welcome clients in the Manchester office and direct them to the relevant departments as needed.
· Call Handling: Answer incoming calls promptly and courteously, referring them to the appropriate team or person.
· Information Management: Accurately record client details and case information into the firm’s database, ensuring all records are kept up to date.
· Message Handling: Take detailed messages and ensure they are passed on to the relevant team members in a timely manner.
· Query Resolution: Address client queries and concerns, providing information and guidance on the firm’s services and processes.
· Emergency Handling: Identify and prioritize urgent calls, ensuring they are handled swiftly and appropriately.
· Follow-Up: Conduct follow-up calls to clients as needed to provide updates or gather additional information
· Confidentiality: Maintain confidentiality of all client information and adhere to the firm’s data protection policies.
· Office Management: Assist with opening and closing the Manchester office as needed.
· Administrative Support: Provide administrative support to other departments within the firm as required.
· Mail Handling: Assist with the opening, sorting, and scanning of incoming post, and sending outgoing post for the office.
· Payment Handling: Use the card payment system to take payments from clients both in person and over the phone.
· Health and Safety: Assist with health and safety procedures, reporting any issues to the relevant manager.
· Efficiency Improvement: Contribute to best practices and procedural changes to maximize team efficiency.
· Additional Duties: Undertake other duties within the scope of the role as requested by the Managing Partner or Central Services Manager.

NOTE TO RECRUITMENT AGENCIES: WE ARE RECRUITING DIRECT FOR THIS ROLE AND WILL NOT BE USING AGENCIES.

Job Type: Full-time

Schedule:

• Day shift

Application question(s):

• What is your notice period (number of weeks, enter 0 if you are available immediately).
• What is your salary expectation for your next job?
• Will you now or in the future require sponsorship for employment visa status?

Work authorisation:

• United Kingdom (required)

Work Location: In person
Reference ID: 25013