Due to our continued growth and increasing client enquiries we have an exciting opportunity for a new team member to join our dedicated New Enquiries Team at our Head Office in Northwich, Cheshire
We are looking for someone who is confident, proactive, and able to communicate effectively with a wide range of people. This role suits someone who enjoys engaging with others and can bring energy and professionalism to every conversation whilst working as a team player.
You will work at the heart of the firm selling legal services to new and existing clients and referrers.
The role is a fast paced role which requires you to build relationships with clients over the telephone and ensure they have a positive first impression with the firm. You will be the first contact clients have with the firm so you must be able to show a high level of customer service in line with the firm’s ‘Committed to Excellence’ promise.
We are immensely proud as a Law Firm to hold the Investors in People Gold Award, which reflects our commitment to supporting, developing and valuing our people. As part of our team, you will be joining a firm that genuinely invests in your growth and well being
Knowledge or experience around legal services or related services would be beneficial for this role.
Responsibilities
Key Accountabilities:
* To be the first point of contact for new enquiries, providing an excellent first impression with the goal of converting every new enquiry into a new client instruction.
* To follow up on all new enquiries received throughout the firm to convert enquiries.
* To collaborate with colleagues throughout the firm to ensure efficiency of new enquiry handling, follow up activity and accuracy of data
* To actively seek to create positive working relationships with colleagues across all offices and departments.
* To accurately record all new enquiry and conversion data and to monitor ongoing accuracy of data provided, amending and updating where required.
* To ensure up to date knowledge of the various departments, including staffing, locations and services offered
* To seek out opportunities with existing clients who have a need for further legal services, upselling and co-ordinating contact with relevant legal teams.
Administration of client satisfaction
* Listen to and empathise with clients in order to resolve any issues they have faced and to leave them with a positive impression of the firm.
* Escalate any client care issues to line manager
* To have a good understanding of the SRA Code of Conduct Chapter 1 and Lexcel standards relating to client care
Maintaining up to date and accurate client contact records and databases
* To utilise various case management systems and databases (including but not limited to Leap, Redview & Perfect Portal) to manage/update prospective client, client and referrer contact data and communication records
Other candidate Information
* The role will be based at our Northwich office in Cheshire but there will be a contractual requirement to work at any of our Cheshire offices.
* Conveyancing experience preferred but not essential as full training will be provided.
* Any offer is conditional upon receipt of a satisfactory reference, a basic DBS check, Social Media Check, Employee Credit Check, Sanctions Check and a check with our Regulatory Body
* Poole Alcock is an equal opportunities employer and intends to treat everyone equally regardless of disability, race, sexual orientation, age or marital status.
Experience
The successful candidate will be able to demonstrate the following skills:-
* Team Player
* Excellent professional telephone manner
* Desire to exceed client expectations
* Skilled in the use of IT
* Be organised with good time management
* Attention to detail and accuracy
* Ability to follow instructions
* Self-motivation
* Good use of initiative
* Ability to work to deadlines and under pressure
* Excellent verbal and written communication
* Ability to handle complex information
* Ability to communicate with people at all levels
* Respect for confidential information
* Positivity and enthusiasm
Benefits include:
Additional Annual Leave
Entitlement to join the company pension scheme
Entitlement to participate in the firm’s cash healthcare scheme.
How to apply
If you would like to apply for the above role, please download and complete both our application forms and separable monitoring form by clicking the buttons below.
Once complete there are three ways to apply:
Via our Contact Form
Please complete the below contact form and upload your CV, application form and separable monitoring form.
By email
Please email your CV, application form and separable monitoring form to careers@poolealcock.co.uk.
By post
Please send your CV, application form and separable monitoring form to Marsha Pearson, Head of People, Poole Alcock LLP, Minerva House, Gadbrook Park, Northwich, CW9 7RA
Upload your Separable Monitoring Form Click here to upload
Upload your Application Form Click here to upload
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