Client Services Co-Ordinator

Wolferstans; Plymouth; On-site; GBP 22,000 - 30,000; Full time

Job summary

Wolferstans is seeking a proactive Client Services professional to be the first point of contact for prospective clients. You will answer calls, handle inquiries, and onboard new clients, while supporting ID checks and ensuring adherence to confidentiality and GDPR.

You will work closely with lawyers and colleagues to deliver exceptional service, managing requests via shared mail, and assisting walk-in clients with a friendly, professional approach.

Qualifications

• Experience in onboarding clients and performing ID checks.
• Ability to maintain confidentiality and comply with GDPR.
• Strong communication and time-management skills.
• Attention to detail in handling client 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 procedures.
• Monitor and respond to requests via the Client Services Shared Mailbox.
• Support walk-in clients with queries, providing a warm, friendly welcome.
• Assist with online ID checks via Credas and SmartSearch; send links and support queries.
• Assist lawyers by reviewing ID check results and flagting issues for review.
• Onboard clients onto the firm’s App and provide support with queries.
• Open files as requested by legal departments with accuracy and attention to detail.
• Ensure conflicts checks are undertaken and refer conflicts as needed.
• Adhere to company policies, GDPR, and client confidentiality.
• Provide prompt and accurate support to colleagues in legal departments.

Skills

Communication

Client care

Time management

Prioritisation

Attention to detail

Confidential information handling

Relationship building

Working under pressure

Education

Qualified by experience

Tools

Credas

SmartSearch

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.