Client Contact Specialist

Lawfront (Lawfront Group Limited); Colchester; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

25 days' annual leave + bank holidays

Healthcare cash plan

Travel benefits

Pension

Well-being programme

Discounts on selected legal services

Hybrid Working

Job summary

Lawfront (Lawfront Group Limited) is hiring a Client Contact Team Member to join the Colchester office. You will be the first point of contact for clients, handling enquiries via phone, email, and web forms, and supporting the development and performance of the client contact team.

The role requires 1–3 years of client-facing experience, strong communication, and proficiency with CRM systems and Microsoft Office.

Qualifications

• 1–3 years' experience in a client-facing or business development role.
• Strong communication and interpersonal skills with a client-first mindset.
• Proficiency in Microsoft Office and CRM systems.
• Experience in a legal or regulated environment.

Responsibilities

• Handle incoming client enquiries via phone, email, and web forms and qualify leads.
• Schedule appointments with legal teams and ensure a professional client experience.
• Maintain records in the CRM and support continuous process improvement.

Skills

Client Engagement

Communication Skills

CRM systems

Microsoft Office

Tools

LEAP

Clio

Job description

Our dedicated Client Contact Centre is currently looking to recruit a Client Contact Team Member to be based in our Colchester office. You'll be someone who has a desire and passion for customer service, who is confident in handling enquiries and calls from client, ensuring a high-quality client experience, delivering on conversion rates and supporting the development and performance of the wider department.

This is an exciting opportunity for someone to apply their skills and knowledge in a fast paced yet supportive team environment. As the first point of contact with our clients, it's important that you are confident on the telephone and have strong communication skills.

Why join Lawfront and Fisher Jones Greenwood?

FJG is one of the largest and fastest growing law firms in the Essex with experts in Colchester, Chelmsford and Southend.

In 2021, FJG became part of Lawfront, a national group of leading regional law firms dedicated to delivering comprehensive legal support to individuals and businesses nationwide.

Committed to strategic growth, Lawfront is aiming to build a group in the top 10 of UK regional law firms. As part of this group, you will be able to benefit from working locally for a well-respected leading law firm whilst accessing the scale, investment resources, expertise and professional development opportunities of a national organisation.

We look to empower our clients, give them a voice, fight for them, help them seek justice and steer them through complex legal issues they face. The desire to push ourselves forwards to better serve our clients has been a constant throughout our evolution.

With a defined vision and plan for growth, we have created a culture of working together to achieve and are looking to recruit people with ambition, drive and a can-do attitude to be part of our journey.

The successful candidate can expect a competitive package and benefits that you’d expect from a leading regional law firm which is part of a group of national scale.

To provide frontline support in handling client enquiries and administrative tasks, ensuring a smooth and professional client experience. This role also involves managing the qualification and coordination of new business opportunities, mentoring junior team members, and contributing to continuous process improvement.

Key Responsibilities:

Client Engagement & Enquiry Handling:

• Handle incoming client enquiries via phone, email, and web forms.
• Qualify leads, provide information about services, and schedule appointments with legal teams.
• Ensure a professional, empathetic, and efficient client experience at every touchpoint.
• Maintain accurate records in the CRM system and ensure timely follow-up.
• Liaise with legal teams to ensure smooth handovers and consistent client journeys.
• Share insights and feedback from frontline interactions to inform service improvements.
• Contribute to team meetings, training sessions, and strategic planning.
• Skills & Experience Required:

Background:

• 1-3 years' experience in a client-facing or business development role, ideally within professional services or legal environments.
• Strong communication and interpersonal skills, with a client-first mindset.
• Excellent organisational skills and attention to detail.
• Proficiency in Microsoft Office and CRM systems.
• Experience in a legal or regulated environment.
• Familiarity with legal practice management systems (e.g., LEAP, Clio, or similar).
• A proactive, solutions-focused approach and a passion for delivering excellent service.

As part of this role, you’ll be given all the tools to succeed and can expect dedicated training, professional support and a host of benefits.

The Extras:

To mention a few of the benefits on offer:

• 25 days' annual leave plus bank holidays and holiday purchase
• Healthcare cash plan
• Travel benefits
• Pension
• Well-being programme
• Discounts on selected legal service
• Hybrid Working

Marketing and BD - Client Contact Centre