Introduction

Crushell & Co. is a specialist firm of solicitors focused on legal and regulatory matters pertaining to the Irish employment environment. We advise both employers and employees on all aspects of applicable Irish legislation and case law throughout the entire employment life cycle.

Role

Crushell & Co. is seeking to recruit a Customer Care Executive on a full-time basis.

The Customer Care Executive will be responsible for managing the firm's initial relationship with prospective clients. The successful candidate will act as a primary point of contact for new enquiries, manage incoming telephone and online enquiries, follow up with prospective clients and assist them through the process of arranging an initial consultation with the firm.

This is primarily a customer care, client intake and business development role, rather than a legal case-management position.

The successful candidate will also assist with the firm's business development and marketing activities, including social media, online engagement and other initiatives aimed at developing the firm's profile and attracting prospective clients.

Once an individual has formally engaged Crushell & Co. for substantive legal work following a consultation and has paid the appropriate professional fee, responsibility for the administrative management of that client's matter will transfer to the firm's Client Care Manager and responsible solicitor.

Duties

The successful candidate's responsibilities will include:

• Acting as a first point of contact for prospective clients contacting the firm by telephone, email, website, virtual office or other channels.
• Answering and managing incoming telephone calls and ensuring that messages and enquiries are responded to promptly.
• Recording all new enquiries accurately on the firm's practice and customer-management systems.
• Following up proactively with prospective clients who have contacted the firm but have not yet arranged a consultation.
• Explaining the firm's consultation process, consultation fees and booking arrangements.
• Scheduling consultations with solicitors and issuing appropriate confirmations and reminders.
• Obtaining the necessary preliminary information from prospective clients in advance of consultations.
• Assisting with conflict checks and other preliminary administrative requirements.
• Monitoring outstanding enquiries and ensuring appropriate and timely follow-up.
• Following up, where appropriate, with prospective clients after consultations in relation to the services proposed by the firm and the administrative steps required to engage the firm.
• Ensuring a clear handover to the Client Care Manager once a prospective client formally engages the firm and pays for substantive legal work.
• Supporting the firm's business development activities and initiatives.
• Assisting with the preparation, scheduling and posting of content across the firm's social media profiles, including LinkedIn and other relevant platforms.
• Assisting with appropriate requests for client reviews and the administration of the firm's online presence and reputation.
• Assisting with the maintenance of the firm's website, online profiles and directory information.
• Supporting events, referral relationships and other business-development initiatives.
• Maintaining accurate records relating to enquiries, consultations, follow-ups and outcomes.
• Providing information to management concerning enquiry levels, consultation bookings, outstanding follow-ups and conversion of enquiries into consultations.
• Providing general administrative assistance in relation to prospective clients, marketing and business development as reasonably required.