Client Experience Expert

Coburg Banks Limited; Sheffield; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading law firm in the UK is seeking a Client Experience Expert for their Sheffield office. You will be the primary point of contact for clients, ensuring excellent service across communication channels. Expected qualifications include experience in a similar role and strong problem-solving skills. This position offers a salary around £27,000 and generous benefits, including holiday options and a flexible pension scheme.

Benefits

25 days holidays plus bank holidays

Generous pension schemes

Volunteering days

Health membership benefits

Qualifications

• Prior experience in a Contact Centre or similar setting.
• Background in customer service or client services.
• Outstanding listening and questioning abilities.

Responsibilities

• Be the first point of contact for clients and manage inquiries.
• Assist clients in obtaining necessary support.
• Take ownership of the client experience and escalate issues when necessary.

Skills

Customer service experience

Problem-solving skills

Communication skills

Confidence in handling difficult conversations

Job description

One of the UK's largest and foremost law firms is currently looking to Client Experience Expert to join their contact team in the Sheffield office.

Offering a salary circa £27,000 plus excellent benefits including pension scheme, childcare vouchers, and discounted gym membership, this is a fantastic opportunity to join one of the most respected law firms in the UK, recently ranked in the Best Workplaces for Wellbeing for Large Organisations 2024.

Your Role and What You’ll Be Doing

As a Client Experience Expert, you’ll be the first point of contact for our clients, ensuring excellent service in every interaction, whether with clients or colleagues, across all communication channels managed by the Contact team. Her’s a bit more detail…

• Handle internal and external client calls and digital enquiries across all areas of the firm, whilst upholding Irwin Mitchell's values and ethics.
• Rotate across departments within the Contact team based on client demand.
• Assist clients obtaining the necessary support, either directly or by directing them to the appropriate area of the firm.
• Take ownership of the client experience, prioritising the client in all interactions, and escalating any concerns to the Client Experience Leader when necessary.

About You

• Prior experience in a Contact Centre or a similar setting.
• Significant background in a customer service or client services.
• Confidence in managing difficult and sensitive conversations.
• Outstanding listening and questioning abilities.
• Proven problem‑solving skills.

Our Benefits

• 25 days holidays as standard plus bank holidays – you can ‘buy’ up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – two days of volunteering every year for a cause of your choice (fully paid).
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

Interested? If you think you’re right for this Client Experience Expert role, then click the ‘Apply Now’ button, send us your CV and we’ll consider you for the first round of interviews.