We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.
We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.
Responsibilities
As a Client Experience Expert, you’ll be the first point of contact for our clients, ensuring excellent service in every interaction across all communication channels managed by the Contact team. You’ll join a small team within a department of around 30-60 colleagues. You’ll handle a diverse range of calls, take ownership of each query, offering guidance and support throughout the process.
* Handle internal and external client calls and digital enquiries across all areas of the firm, whilst upholding the firm’s values and ethics.
* Maintain confidentiality and comply with Data Protection regulations in all communications.
* Rotate across departments within the Contact team based on client demand.
* Assist clients in obtaining the necessary support, either directly or by directing them to the appropriate area of the firm.
* Update client records in computer databases with meticulous attention to detail, ensuring data accuracy.
* Take ownership of the client experience, prioritising the client in all interactions, and escalating any concerns to the Client Experience Leader when necessary.
* Maximise availability to ensure timely responses to all client queries.
* Adhere to all firm policies and procedures and effectively carry out all reasonable instructions.
About You
* Prior experience in a Contact Centre or a similar setting.
* Significant background in customer service or client services.
* Confidence in managing difficult and sensitive conversations.
* Strong IT skills with a good understanding of Microsoft Office programmes.
* Excellent communications skills, both written and verbal.
* Outstanding listening and questioning abilities.
* Proven problem‑solving skills.
Benefits
* 25 days holidays as standard plus bank holidays; you can purchase up to 35 hours of extra holiday.
* Generous and flexible pension schemes.
* Volunteering days – two days of volunteering per year for a cause of your choice (fully paid).
* Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well‑being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
Irwin Mitchell LLP is an equal opportunity employer.
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