The Firm
Established in 2020, KP Law (previously Keller Postman) is a specialist litigation boutique, focussing on
collective redress.
The firm has around 100 employees across offices in London, Liverpool, Birmingham, and Manchester,
representing over 250,000 individual clients across a range of cases in areas such as product liability,
competition, worker rights, data breach and privacy and financial services.
The firm’s ethos is to combine the best legal talent with a strong operational and technological
platform to enable its clients to pursue cases that could not otherwise be brought against large
corporates as a result of their wrongdoing. Uniquely, KP Law is owned and fully financed by a
recognised UK litigation funder (Asertis). All of its cases are for claimants and carried out under
contingent fee agreements at no cost or risk to its clients.
The Role
As a Legal Assistant in our Client Service Team (CST) you will primarily be responsible for handling
queries from a broad range of clients, ensuring a high level of service and a positive experience of KP
Law.
Role Responsibilities
As a Legal Assistant (CST), your role will include, but is not limited to:
• Dealing with inbound client queries, primarily over the telephone but may also include
email, website and social media enquiries.
• Providing updates to clients on the status of the case in a timely and accurate manner.
• Acting as a first point of resolution for client complaints and escalating through the
appropriate channels where you are unable to resolve.
• Updating and maintaining client information, including notes from calls and other points of
communication, in the relevant systems.
• Working closely with other members of the operational and legal teams to ensure seamless
communication and client satisfaction.
• Participating in team meetings and contribute to process improvements related to client
services.
Person Specification
Experience
• Previous experience of working in a customer service role within a law firm or regulated
environment such as financial services.
• Previous experience of providing client service via telephony, email, and social media
channels to the public.
• Experience of using case management / CRM / client databases or systems.
Skills
• Client-centric approach with the ability to understand different client needs and deliver the
right solution.
• Exceptional verbal and written communication skills.
• Calm and patient under pressure with the ability to deal with difficult and sensitive
situations in an appropriate manner.
• Highly organised with strong attention to detail.
• Able to work effectively as part of a team and under your own initiative.
• Continuous improvement mindset with a willingness to embrace change.
• Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced
dynamic environment with consistently high levels of performance.
• Strong problem-solving skills – willing to think logically and provide solutions, even when
dealing with issues which are novel.
• MS Office skills in Word, Outlook, PowerPoint and Excel
Equal Opportunities
Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and
well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our
industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a
strong sense of community between colleagues.
This means that everyone who either applies to or works for KP Law is treated equally, regardless of
their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious
beliefs.
Our Values
At KP Law, we pride ourselves on being a values-led law firm. This means:
• We do what we say we will do (both individually and collectively).
• We are transparent and honest.
• We always put our clients first.
• We treat everyone with respect.
• We are professional.
• We listen to feedback and strive for continual improvement.
Our Benefits
We offer an attractive benefits package, that employees value, no matter what stage of their career
they are in. Current benefits include:
• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash-back healthcare scheme
• Enhance family friendly polices
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme