Client Service Executive
Department: Ampa Group Services - Group Operations - Client Contact - Client Contact - 9413
Employment Type: Permanent - Full Time
Location: Lewes
Reporting To: Abbie Sadler
Description
Client Contact Executive
Location: Hybrid - Lewes
Hours: Monday – Thursday 9:00am – 5:30pm, Friday 9:00am – 5:00pm
What’s in it for you
This is a fantastic opportunity to develop your career in a professional services environment while building strong client service, communication, and relationship management skills. You’ll gain exposure to different teams across the business, with ongoing training, support, and opportunities to grow. You’ll have the chance to take ownership of enquiries, make a real impact on client experience, and contribute to improvements within the team. The role also offers a supportive and collaborative environment, hybrid working for flexibility, and the chance to grow both professionally and personally as you develop new skills and expand your experience in client service and operations.
About the role
We’re looking for a Client Contact Executive to be the first point of contact for enquiries coming into the firm. In this role, you’ll manage enquiries from start to finish across multiple channels including phone, email, website enquiries, and live chat, ensuring every interaction delivers an exceptional client experience.
You’ll play a key role in connecting potential clients with the right teams, providing initial information where possible, and ensuring all enquiries are handled efficiently and professionally. You’ll also support the front-line handling of complaints and help ensure all enquiries are managed in line with our service level agreements and client service standards.
This is a great opportunity for someone who enjoys working with people, staying organised, and building a career in client service, operations, or professional services.
What you will be doing:
* Acting as the first point of contact for enquiries via phone, email, website enquiries, quotation tools, and live chat
* Directing enquiries to the appropriate teams or departments
* Providing fee estimates for agreed work types and supporting potential clients with their enquiries
* Logging and managing enquiries within the CRM system, ensuring information is accurate and up to date
* Creating and tracking leads and opportunities to support the firm’s potential work pipeline
* Following up with potential clients and supporting them through the initial enquiry process
* Liaising with legal teams to track the progress and outcome of enquiries passed to them
* Managing non-matter enquiries, such as document or file requests
* Handling initial client dissatisfaction or complaints, resolving where possible or escalating when needed
* Supporting client service initiatives and improvements within the team
* Assisting with training new colleagues on enquiry processes
* Identifying opportunities to improve processes and service delivery
* Supporting with administrative tasks when required
What you will need:
* A customer-focused mindset with a passion for delivering excellent service
* Strong communication skills, both written and verbal
* The ability to stay organised and manage multiple enquiries
* Confidence speaking with clients and colleagues across the business
* Experience using CRM systems and Microsoft Office, or the ability to learn quickly
* Strong attention to detail when managing information and data
* A proactive approach to problem solving and improving processes
* A professional and calm approach when handling challenging conversations
* Previous experience in customer service, administration, or client-facing roles
Benefits, Agile Working and Additional information
We embrace agile working and offer a blended approach to where and how we work.
We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.
We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Seaford, Storrington, Southampton & Tunbridge Wells.
Additional information
Want to find more about our amazing benefits?
Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.
Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.
Equal opportunities
Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.
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