Client Service Assistant

Convey Law; Newport; On-site; GBP 25,000; Full time

Job summary

A legal service provider is seeking a Client Service Assistant for a 12-month fixed term contract in Newport. The role involves managing client feedback and complaints, ensuring efficient resolution, and requires strong organisational and communication skills. Ideal candidates will have prior client service experience, with preferences for those from a legal background. The position offers various benefits, including annual leave and a supportive workplace.

Benefits

25-30 days annual leave

Enhanced maternity and paternity leave

Discounted Gym Membership

Employee Assistance Scheme

Qualifications

• Experience in a client service, administrative, or complaint-handling role is essential.
• Experience in the conveyancing or legal industry is desirable.
• Strong organisational skills with a sharp eye for detail.

Responsibilities

• Act as the first point of contact for all complaints and feedback.
• Log all feedback into systems accurately.
• Work with the Client Service Manager to compile key client service metrics.

Skills

Client service experience

Organisational skills

Communication skills

Data handling

Tools

Microsoft Office

Job description

Application Deadline: 30 September 2025

Department: Client Service Team

Location: Newport

Compensation: £25,000 / year

Overview

Are you passionate about delivering excellent client service and ensuring feedback is managed with care and professionalism?

We are seeking a Client Service Assistant to join our team on a 12-month fixed term contract to cover maternity leave.

There may be the opportunity for this to become a permanent role following planned changes within the department next year.

This role is vital to supporting the Client Service Team to enable them to focus on client interactions. This role is perfect for someone who is highly organised, detail-oriented, thrives in a collaborative team environment and most importantly has exceptional customer service skills.

On a daily basis this will involve:

• Acting as the first point of contact for all complaints and feedback.
• Monitoring our complaints email inbox, internal portals, and online feedback platforms.
• Accurately log all feedback into our systems and cross-reference with central records to ensure nothing is overlooked.
• Allocating complaints to the appropriate colleagues using our portals and internal spreadsheets.
• Ensuring each case is assigned to the right person for efficient and effective resolution.
• Working closely with the Client Service Manager to compile data for daily, weekly, and monthly reports.
• Supporting informed business decisions by ensuring timely and accurate reporting of key client service metrics.

The Individual

To be successful in the recruitment process you will need to evidence the following in your CV:

• Previous experience in a client service, administrative, or complaint-handling role is essential
• Previous experience of working in the conveyancing or legal industry would be desirable
• Strong organisational skills with a sharp eye for detail.
• Confident communicator over telephone with excellent written and verbal skills.
• Able to work independently and as part of a team.
• Comfortable working with data and reporting tools along with Microsoft Office tools

Benefits

Our commitment to our employees to provide a supportive, empowering and rewarding workplace continues to be part of our core mission.

We offer a vast array of benefits for our staff and continue to enhance our benefits package to be the most comprehensive, supportive and engaging benefits package for our team. Key features include:

• 25-30 day annual leave (depending on length of service) + Bank Holidays
• Additional day annual leave to celebrate your birthday
• Additional day following 100% attendance in previous year
• Option to purchase up to 5 days leave
• Enhanced maternity and paternity leave
• Company Sick Pay
• Discounted Gym Membership
• Subsidised Conveyancing
• Employee Assistance Scheme which includes counselling sessions
• Wellbeing programmes
• Ongoing training, development, and recognition programs
• A supportive and fun team environment, with regular collaboration and charity events