Client Services Advisor

at  Jones Whyte

Role: Client Services Advisor
Place of Work: Glasgow, City Centre
Contract type: Permanent, Full-time
Working Hours: Monday - Friday, 9am-5pm
Jones Whyte Law Ltd are looking to recruit a Client Services Advisor to join our busy Client Services Reception Team to direct and handle inbound calls and enquiries.
Our commitment to providing exceptional legal services is matched by our dedication to client care. We are seeking a friendly and professional individual to join our team and be the first point of contact for our clients. This is an entry level role, which presents an opportunity for the right candidate to develop personally and professionally within the firm. At Jones Whyte you will be surrounded by people who will help you achieve your ambitions.

THE ROLE

As a Client Services Advisor you will be responsible for dealing with the inbound enquiries for our legal departments. You will be handling call and email enquiries which are of a sensitive nature, therefore being compassionate and understanding is essential to this role.
The role will involve you building relationships with clients in a short period of time, identifying case types / departments and quickly capturing the right information to transfer the call to the correct person or department. When you are speaking with clients you will need the skills to identify and assist clients’ requirements and navigate our case management system. Enquiries will come through in a variety of different ways - emails, via our lead management system & phone calls - so you will be required to navigate all platforms effectively.
Additionally, the role will involve meeting and greeting clients who attend the office with a warm & professional manner, assisting with their needs and directing them to the appropriate staff and/or meeting room. The team is responsible for managing room bookings for client and internal meetings, ensuring they are set up with the necessary equipment & materials.

KEY RESPONSIBILITIES

• To respond to inbound calls, emails and web enquiries from new and returning clients looking for legal advice and services
• Handling enquiries from multiple channels and controlling them through our lead management system
• Ensuring that prospective & existing clients have an excellent experience as soon as they contact our firm
• Using initiative to identify and meet client needs
• Managing set up & on-going daily use of meeting rooms
• Liaise with other departments within the business to identify and meet client needs
• Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
• Taking payments online and over the phone
• Providing an efficient, professional service to clients at all times
• Attending and contributing to weekly team meetings
• Adhering to and putting into practice all Jones Whyte policies and procedures in a professional and confidential manner