Client Services Co-Ordinator

Wolferstans Solicitors; Devon and Torbay; On-site; GBP 22,000 - 28,000; Full time

Job summary

Wolferstans Solicitors is seeking a proactive Client Services professional to be the first line of contact for prospective clients. You will handle calls, assist with enquiries, support ID checks via Credas and SmartSearch, onboard clients to our app, and ensure accurate file opening and conflict checks.

You will work closely with legal departments, maintain confidentiality, and provide a warm welcome to walk-in clients while upholding firm procedures and deadlines.

Qualifications

• Excellent communication and client care skills.
• Ability to prioritise effectively and manage time.
• Strong attention to detail and accuracy.
• Discretion handling confidential information.

Responsibilities

• Answer telephone calls from clients and prospective clients in line with agreed service levels.
• Assist clients with their enquiries in line with authority levels and agreed procedures.
• Monitor and respond to requests from clients and colleagues via the Client Services Shared Mailbox.
• Support “walk-in” clients who visit our offices with their queries.
• Support clients in completing online ID checks via Credas and SmartSearch by sending links and assisting with queries.
• Assist lawyers with verifying client ID checks by reviewing results and highlighting issues for review.
• Onboard clients onto our App as appropriate, providing advice and support with queries.
• Open files as requested by legal departments, showing accuracy and attention to detail.
• Ensure all necessary conflict checks are undertaken and possible conflicts are referred in line with agreed procedure.
• Adhere to all company policies and procedures, particularly those which relate to client confidentiality and GDPR.
• Provide and exceptional service to colleagues in legal departments by ensuring requests are handled promptly, accurately and that information provided around new clients/enquiries includes all relevant detail.

Skills

Communication skills

Customer care

Time management

Attention to detail

Confidential information handling

Job description

At Wolferstans, we care passionately about the experience that clients have when doing business with us.

Our Client Services Team are the first point of contact for prospective clients who get in touch with us.

Primary Responsibilities

• Answer telephone calls from clients and prospective clients in line with agreed service levels.

• Assist clients with their enquiries in line with authority levels and agreed procedures.

• Monitor and respond to requests from clients and colleagues via the Client Services Shared Mailbox.

• Support “walk-in” clients who visit our offices with their queries, providing a warm, friendly welcome.

• Support clients in completing online ID checks via systems such as Credas and SmartSearch by sending links and assisting with queries.

• Assist lawyers with verifying client ID checks by reviewing results and highlighting issues for review.

• Onboard clients onto our App as appropriate, providing advice and support with queries.

• Open files as requested by legal departments, showing accuracy and attention to detail.

• Ensure all necessary conflict checks are undertaken and possible conflicts are referred in line with agreed procedure.

• Adhere to all company policies and procedures, particularly those which relate to client confidentiality and GDPR.

• Provide and exceptional service to colleagues in legal departments by ensuring requests are handled promptly, accurately and that information provided around new clients/enquiries includes all relevant detail.

Person Specification

Demonstrates a passion for delivering an exceptional legal experience

Excellent:

• Communication and client care skills.

• Time management skills and ability to prioritise effectively.

• Attention to detail.

Able to:

• Deal sensitively and appropriately with confidential information.

• Develop and maintain strong relationships with team members, the firms’ employees, and partners.

• Work well under pressure within stipulated timescales and meet deadlines.

You will be:

• Qualified by experience having creditability within your specialism.

• Proud of a professional and positive work attitude with the ability to embrace change.

• Willing to attend courses and webinars to increase knowledge and understanding.

• Committed and able to provide a confident and positive input, taking responsibility and ownership for the success of the firm and your own development.