Role: Client Services Advisor Place of Work: Glasgow, City Centre Contract Type: Permanent, Full-time (35 hours) Working Hours: Monday – Friday, 9am – 5pm Jones Whyte is proud to have been recognised as the Scottish Top Employer of the Year at The Herald and s1jobs Top Employer Awards 2025. This award reflects our commitment to creating a workplace where people thrive — one that values career development, wellbeing, inclusivity, innovation, and community impact. As a firm, we’re dedicated to fostering an environment where every team member feels supported, empowered, and part of something meaningful. As we expand, we’re looking for a talented individual to play a pivotal role in our Client Services department’s success. This is your chance to shine, bring y our expertise, and grow alongside a company that’s invested in your development. We value innovation, independence, and accountability — and we’ll empower you to make a real impact. The Role At Jones Whyte, we provide clear, personalised legal advice to help our clients protect what matters most and are now looking for a Client Service Advisor to join our Client Service team within our Private Client department — supporting clients with their ongoing Trust reviews and acting as a key point of contact throughout the annual review process. A Trust is a legal arrangement that allows individuals to safeguard their assets, protect their family's future, and ensure their wealth is managed according to their wishes. For many of our clients, their Trust represents peace of mind—protecting everything from family homes and investments to provision for loved ones with specific needs. However, life circumstances change. Families grow, legislation evolves, and financial situations shift. That's why regular Trust reviews are essential, they ensure the Trust continues to work effectively and remains aligned with our clients' current circumstances and wishes. As a Client Service Advisor, you'll be the trusted voice that guides clients through this important process. You'll help clients understand why their review matters, answer their questions with clarity and care, and make it easy for them to take the next step in protecting what they've worked so hard to build. Your role bridges the gap between our expert legal team and the clients who rely on us. Alongside providing clear, professional, and empathetic support, the role has a strong performance focus. Success is measured through both the quality of client service delivered and the achievement of agreed activity and conversion targets, including client contact levels, appointments booked, and Trust review conversions. This is a client-facing, largely phone-based role, suited to someone who is confident engaging with clients, able to build rapport, and comfortable working in a regulated legal environment. Full training, structured onboarding, scripts, and ongoing support is provided to help you achieve targets confidently, professionally, and ethically, while maintaining an excellent client experience. Upon completion of office based training, this role offers hybrid working - 3 days in the office, 2 at home. Key Responsibilities Acting as a first point of contact for clients with existing Trusts Proactively contacting clients to explain the Trust review service and booking appointments Building rapport with clients and helping them understand the value and importance of keeping their Trust up to date Promoting Trust review services and identifying opportunities to support clients with related offerings where appropriate Working towards agreed contact, booking, and conversion targets while maintaining excellent service standards Managing and maintaining Trust records and client information accurately within our case management system Supporting the annual review cycle, ensuring reviews are scheduled and progressed in a timely manner Responding to client queries in a professional, clear, and empathetic manner, often discussing sensitive family and financial matters Recording outcomes and activity accurately to support performance tracking, reporting, and continuous improvement Collaborating with the Legal Team to ensure seamless handover of clients into the review process Who are you Previous experience in a client service, legal support, professional services, and/or target-driven advisory role Experience working in a fast-paced contact centre or phone-based environment, with a demonstrable track record of achieving targets Confident and articulate communicator with the ability to explain complex services clearly and guide clients to informed decisions Comfortable working towards individual and team performance targets Highly organised with excellent attention to detail and strong administrative skills Comfortable managing multiple tasks, prioritising effectively, and working to deadlines A professional, empathetic, and patient approach when assisting clients, particularly when discussing sensitive matters Confident using case management systems, CRM platforms, and Microsoft Office Understanding of client confidentiality and data protection principles Desirable but not essential: Experience and an interest in Trusts, Estate Planning, Wills, or private client work Experience working in a regulated environment (legal, financial services, or similar) Company Benefits & Perks Competitive Salary 23 days holiday plus 8 bank holidays Holiday Loyalty Scheme and Buy and Sell Holiday Scheme Company Pension Scheme Company Bonus Scheme Excellent Maternity and Paternity Benefits Modern, renovated office space in central Glasgow Company Staff Referral Scheme Wellbeing Support Annual Company Day Out and Quarterly team events Early finish on your birthday