WHAT YOU’LL NEED

We’re looking for:

• Has an exceptional telephone manner with strong communication skills.
• Is professional, empathetic, and approachable.
• Has previous experience in customer service or a client-facing role.
• Is confident dealing with clients over the phone and via email.
• Is a team player who enjoys building relationships.
• Is flexible, adaptable, and keen to learn.
• Has a caring and compassionate approach.
• Understands legal processes or the personal injury journey (an advantage, but not essential).

MAKE THE MOMENT MATTER

If you’re looking for a career with a different kind of law firm, this is the moment to find out more - and apply.
Choosing the right company is about more than just the work—it’s about the people, the culture, and the opportunities to grow. At Thorntons Law, we’ve built something different. We’re one of Scotland’s largest and most respected full-service legal firms, but more importantly, we’re a firm that invests in you—your development, your ambitions, and your future.

In this role, you’ll sit at the heart of the firm, taking initial enquiries from clients across Scotland. As one of the first points of contact, you’ll play a key role in shaping the client experience—providing a warm, professional welcome and ensuring every individual feels supported from the moment they get in touch. You’ll listen carefully, offer guidance, and help direct enquiries to the right teams, making sure each interaction is handled with care and efficiency. It’s about:

• Client Interaction and Care – you’ll manage inbound and outbound calls with empathy and professionalism, ensuring every client feels heard, valued, and supported.
• Communication – you’ll handle calls and emails, capturing key information and directing enquiries to the right teams.
• Information Capture & Accuracy – you’ll accurately capture the information shared by clients during calls, recording key details in the firm’s systems with a high level of attention to detail.
• Case Management – you’ll follow established processes for each call type, ensuring accurate and compliant handling of all inquiries.
• Efficiency – you’ll use our systems to log enquiries and follow up promptly, helping us deliver excellent service every time.
• Teamwork – you’ll work closely with colleagues across departments to ensure a seamless client experience.
• File Preparation – you’ll prepare and pass client information to the appropriate Solicitor or Paralegal, ensuring all necessary documentation is in place for their review and action.
• Personal Injury - this role will specialise in personal injury cases, with the possibility to expand your expertise into other legal areas as the role evolves.
• Training & Development – you’ll attend regular training sessions and workshops to improve your knowledge of legal processes and systems. We’re committed to equipping you with the tools and expertise to deliver exceptional client service.