Client Experience Expert (5770)

Irwin Mitchell LLP; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A national law firm is looking for a Client Experience Expert to serve as the first point of contact for clients, ensuring excellent service across communication channels. The role requires strong customer service skills, confidence in managing sensitive situations, and the ability to maintain data accuracy. The company offers a friendly work environment and various benefits, including flexible working options and generous holidays.

Benefits

25 days holidays plus bank holidays

Flexible pension schemes

Volunteering days

Health membership

Qualifications

• Prior experience in a Contact Centre or a similar setting.
• Significant background in customer service.
• Confidence in managing difficult and sensitive conversations.

Responsibilities

• Handle internal and external client calls and digital enquiries.
• Maintain confidentiality and comply with Data Protection regulations.
• Take ownership of the client experience and escalate concerns as needed.

Skills

Customer service experience

IT skills

Communication skills

Problem-solving skills

Tools

Microsoft Office

Job description

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.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

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. You’ll join a small team within a department of around 30-60 colleagues. You’ll handle a diverse range of calls, you’ll 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 Irwin Mitchell’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 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 a 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.

If this describes you, we’d love to receive your application.

Our Benefits - What We Can Offer You

• 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.

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.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.

We're proud of our values, and we're looking for people who share them