Client Services Associate — Hybrid Law Firm

KP Law; Liverpool; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual discretionary bonus

Pension scheme

Hybrid working

Life assurance

Healthcare cashback

Family-friendly policies

Employee Assistance Programme

Gym membership

Cycle to Work scheme

Staff referral scheme

Job summary

KP Law in Liverpool is seeking a Customer Service Assistant to join the Client Service Team. You will handle queries from a broad range of clients, delivering a high level of service and a positive experience of KP Law.

Based in our Liverpool office three days a week, with 1–2 Saturday shifts per month, the role requires strong communication, organisation and a client-centric approach. You will collaborate with legal and operational teams to ensure client satisfaction.

Qualifications

• Previous experience of working in a customer service role.
• Experience providing client service via telephony, email and social media channels.
• Experience using case management/CRM/client databases (nice to have).

Responsibilities

• Deal with inbound client queries, primarily over the telephone; may include email, website and social media enquiries.
• Provide updates to clients on the status of the case in a timely and accurate manner.
• Act as first point of resolution for client complaints and escalate as needed.
• Update and maintain client information, including notes from calls in the systems.
• Work closely with operations and legal teams to ensure seamless communication.
• Participate in team meetings and contribute to process improvements related to client services.
• Working patterns: 2 shifts Mon-Fri 9:00–17:30 or 11:30–20:00; 1–2 Saturday shifts per month; travel to Liverpool and Manchester offices.

Skills

Client-centric

Communication skills

Calm under pressure

Organised

Teamwork

Continuous improvement

Self-motivated

Problem solving

MS Office

Tools

CRM

Case management

Job description

KP Law in Liverpool is seeking a Customer Service Assistant to join the Client Service Team. You will handle queries from a broad range of clients, delivering a high level of service and a positive experience of KP Law.

Based in our Liverpool office three days a week, with 1–2 Saturday shifts per month, the role requires strong communication, organisation and a client-centric approach. You will collaborate with legal and operational teams to ensure client satisfaction.