Client Service Executive

Ampa Group; Lewes; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A leading client service firm in Lewes is looking for a Client Service Administrator to join their team. The role includes supporting the New Enquiries Team, handling incoming calls, and ensuring excellent client service. The ideal candidate has administrative experience, proficiency in Microsoft Office, and strong communication skills. This position offers a flexible working environment that values contribution over location.

Benefits

Agile working approach

Inclusive work environment

Qualifications

• Previous administrative experience in an office environment is essential.
• Proficiency in Microsoft Office with strong communication skills required.
• Good spoken and written English is essential.

Responsibilities

• Support the New Enquiries Team by triaging enquiries and providing fee estimates.
• Assist with answering and directing incoming calls to ensure a professional service.
• Record and update enquirer information accurately.

Skills

Strong organisational skills

Clear communication skills

Attention to detail

Team player

Education

Administrative qualification or equivalent experience

Tools

Microsoft Office

Job description

Overview

Reporting to: Head of Client Contact. The opportunity to join our Client Service Team, responsible for providing excellent client service to enquiries received by the firm via telephone, email, live chat and website. You will assist our New Enquiries Team in triaging all new enquiries, provide fee estimates for some work types and liaise with relevant legal advisors. You will also assist our Switchboard Team in answering and directing incoming calls to the firm.

Responsibilities

• Support the New Enquiries Team by triaging all new enquiries, providing fee estimates for specific work types, and liaising with relevant legal advisors.
• Assist the Switchboard Team by answering and directing incoming calls across the firm, ensuring a professional and helpful service at all times.
• Play a key role in ensuring clients and potential clients receive a seamless and positive experience from their first interaction with the firm.
• Triage all new enquiries received via telephone, email, live chat, and website.
• Respond to enquiries within the firm\'s Service Level Agreement (SLA).
• Provide fee estimates for agreed work types.
• Refer enquiries requiring specialist input to the appropriate Legal Department contact(s).
• Accurately record and update enquirer information, work type, requirements, and fee details.
• Create \'Opportunities\' in Peppermint to capture all potential work.
• Follow up on enquiries with potential clients through to conclusion.
• Communicate with legal departments to request updates and record outcomes.
• Handle all incoming telephone calls promptly, courteously, and efficiently, directing them to the correct team or individual.
• Take accurate messages where required and pass them on promptly.
• Maintain a log of calls received.
• Engage with clients via the live chat service on the firm\'s website.
• Identify any signs of client dissatisfaction and either resolve or escalate as appropriate.
• Liaise with departments regarding non-matter enquiries (e.g., Will/Deed searches, file copy requests, office-related queries).
• Flexible and adaptable approach to work.
• Strong team player with a collaborative mindset.
• Dedicated to delivering outstanding client service and exceeding expectations.
• Contributes to improving processes and service delivery.
• Supports a positive and inclusive working environment.

Experience & Technical Skills

• Previous administrative experience in an office environment (essential).
• Proficiency in Microsoft Office (Word and Outlook essential; Excel desirable).
• Clear and professional communication skills, both written and verbal.
• Strong organisational skills with excellent accuracy and attention to detail.

Knowledge & Qualifications

• Good spoken and written English (essential).
• Relevant administrative qualification or equivalent experience (desirable).
• Awareness of data protection legislation and requirements (essential).

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work. We appreciate that people have different needs and preferences and we\'re keen to be flexible, after all, we value what you do, not where you do it. We have hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Solihull, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Peacehaven, Seaford, Storrington, Southampton & Tunbridge Wells.

Equal opportunities

Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs. Ampa Group