Location: Caddington/Tring/Milton Keynes
Job Type: Full time
Reports to: Practice Manager
About Us
Pictons is a well-established firm committed to delivering high quality legal services with a client focused approach. We are looking for a dynamic, confident and professional individual to be the first point of contact for new client enquiries and to manage our client onboarding and review process, ensuring an excellent client experience from initial contact to feedback collection.
Role Overview:
As a Client Services Co-Ordinator, you will play a crucial role in converting enquiries into appointments, ensuring potential clients receive a warm and informative first impression. You will also manage the client review process, gathering feedback and helping to enhance our firm’s reputation.
Key Responsibilities:
New client handling:
* Be the first point of contact for new client enquiries via phone, email and website submissions.
* Engage with potential clients, assess their needs, and book consultations with the appropriate solicitor.
* Provide clear and professional information about the firm’s services, pricing and process.
* Follow up on enquiries to maximise conversion rates.
* Record and track enquiries using the firms’ CMS system
* Work closely with the legal team to ensure seamless handovers and excellent client service.
Client Review Management:
* Manage and track client feedback at key points in their journey.
* Proactively request and encourage client reviews on platforms such as Google and Review Solicitors.
* Monitor and respond to reviews, escalating any issues where necessary.
* Analyse feedback to identify trends and areas for improvement in client service.
* Work with marketing and management teams to showcase positive testimonials.
Client Onboarding:
* Co-Ordinate with other staff members to ensure
* Prepare and issue engagement documentation, including terms of business and identity verification requests.
* Conduct AML checks and ensure compliance with regulatory and internal policies
* Liaise with fee earners and support staff to ensure timely allocation and case start up.
* Track onboarding progress and follow up with clients and internal teams as needed.
* Identify and escalate any onboarding issues or risks. Work collaboratively with marketing, business development and compliance to improve the onboarding process.
* Provide updates and guidance to clients to ensure they understand next steps and timelines.
In addition to the above, you will be expected to support the firm in relation to business development and marketing initiatives that arise from time to time.
Key Skills and Experience:
* Previous experience in customer service sales or call handling role (ideally in a legal or professional services setting).
* Excellent communication skills with a warm and professional telephone manner.
* Strong organisational skills and attention to detail.
* Confidence in handling client queries and overcoming objections.
* Ability to work efficiently in a fast-paced environment.
* Experience using CRM systems (preferred but not essential).
* Ability to manage multiple onboarding cases simultaneously.
* A proactive approach to problem-solving and improving client service.
What We Offer:
* A friendly and supportive working environment.
* Training and development opportunities.
* Competitive salary and benefits package.
* The opportunity to be part of a growing and client-focused legal practice.
If you are a people-orientated professional with a passion for excellent client service, we would love to hear from you.
Luton
5th Floor, Hampton by Hilton
42-50 Kimpton Road
Luton
Bedfordshire
LU2 0FP
0800 302 9448
info@pictons.co.uk
Find us here
Tring
11 High Street
Tring
Hertfordshire
HP23 5AL
0800 302 9448
info@pictons.co.uk
Find us here #J-18808-Ljbffr