New Enquiries Assistant

New Enquiry Handler

A fantastic opportunity has arisen for a new team member to join our busy New Enquiry Team.

The role requires you to build relationships with clients and ensure they have a positive welcome to 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.

This role reports to Marsha Pearson, Partner.

You will work at the heart of the firm selling legal services to new and existing clients and referrers. To promote the firm’s commitment to providing an excellent service.

Knowledge or experience around legal services or related services would be beneficial for this role.

The successful candidate will be able to demonstrate the following skills:-

• Team Player
• 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
• Excellent telephone manner
• Ability to handle complex information
• Ability to communicate with people at all levels
• Respect for confidential information
• Positivity and enthusiasm

Benefits package includes:

• Competitive salary
• 20 days per annum annual leave plus statutory bank holidays. Additionally, the firm ordinarily closes between Christmas and New Year albeit the firm reserves the unfettered right to withdraw this additional leave as required by business needs. You will also get an extra day’s holiday for your birthday
• Entitlement to join the company pension scheme.
• Entitlement to participate in the firm’s cash healthcare scheme.
• Staff incentive scheme

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.
• Sales experience essential
• Although this role is advertised as a full time position the firm will, upon request, consider whether the role can be conducted on a part time or shared basis.
• 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.