Customer Enquiries Coordinator

Holmes & Hills Solicitors; Colchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A reputable law firm in Colchester is seeking a Customer Enquiries Coordinator to provide exceptional service to clients making enquiries about legal services. You will answer enquiries, liaise with potential clients, and manage appointments, contributing to a supportive and professional environment. A background in customer service and office work is required, as well as excellent communication skills and a keen interest in law. This role offers growth opportunities within a collaborative team.

Benefits

Competitive basic salary

Performance based financial incentive

28 days holiday plus bank holidays

Medicash cash back schemes

Life Insurance

EAP and wellbeing support

Family friendly policies

Company sick pay

Cycle scheme

Qualifications

• Previous office‑based work experience.
• Proven track record in a Customer Service/Client Enquiries environment.
• Interest in Law.

Responsibilities

• Be the first port of call for enquiries about services.
• Liaise with potential customers via email and phone.
• Send follow-up emails with estimates and promotional material.
• Complete administrative duties and manage appointments.

Skills

Excellent written and verbal communication skills

Confident and professional phone manner

Self-motivated

Excellent Microsoft Office skills

Highly organised

Good listener

Job description

Job Vacancy

Customer Enquiries Coordinator

Due to business growth we are looking for a professional, customer focussed person to fill a position within our Client Enquiries Department. In this role you will play a pivotal part in providing exceptional client service through assisting individuals who are making enquiries with the firm about legal services, initially relating to conveyancing, private client & clinical negligence matters. As the firm continues to grow, you will also be responsible for taking additional legal enquiries relating to other service areas. The aim is to convert these inbound enquiries into instructions.

The Day to Day

• Be the first port of call for anyone making a conveyancing, private client or clinical negligence enquiry.
• Liaising with potential new customers that have enquired about our services via email/website form.
• Sending follow‑up emails with legal fee estimates/promotional material to individuals you have spoken with about our services.
• Following up with clients who have already made their initial enquiry, by telephone.
• Writing Personal Injury reports/notes for Solicitors.
• Liaising with lawyers about more complex enquiries.
• Inputting prospective client and enquiry information/notes into our database system.
• Providing our lawyers with information on clients that have instructed.
• Completing administrative duties.
• Liaise with lawyers to coordinate and schedule appointments for potential new clients regarding Wills and LPAs, managing bookings efficiently using the lawyers’ calendars

WHAT EXPERIENCE AND QUALIFICATIONS DO I NEED?

You should have previous office‑based work experience and have a proven track record in a Customer Service/Client Enquiries environment. Have experience dealing with customers over the phone and have an interest in Law.

WHAT SKILLS AND ATTRIBUTES SHOULD I HAVE?

• Have excellent written and verbal communication skills.
• Have a confident and professional phone manner.
• Be willing to learn and understand complex issues (with training).
• Be able to build rapport on the phone.
• Be self‑motivated.
• Have excellent Microsoft Office skills (Word, Excel, Outlook).
• Enjoy a fast‑paced environment.
• Be highly organised and able to manage priorities effectively.
• Be a good listener.
• Be able to be on the phone for a lengthy amount of time.

WHAT ARE WE OFFERING?

• A supportive, relaxed and flexible work environment in an experienced and growing team.
• Competitive basic salary
• Performance based financial incentive.
• 28 days holiday per year, plus bank holidays
• Medicash cash back schemes after 1 year’s service
• Life Insurance
• EAP and various other physical and mental wellbeing support services including virtual GP access 24/7
• Family friendly policies such as enhanced maternity and paternity pay plus, family events leave
• Company sick pay
• Cycle scheme

WHO WILL I BE WORKING WITH?

You will be an integral member of the Enquiries Division at Holmes & Hills, collaborating closely with six experienced colleagues. Your work will be overseen and guided by the Client Enquiries Manager, who will provide supervision and support to ensure the efficient handling of all client enquiries.

At Holmes & Hills we are proud to have a culture of sharing, collaboration and mutual respect. We are genuine, authentic and down to earth. We are passionate about what we do and how we do it and believe our values demonstrate the quality and commitment we give to our many clients. These values run through the core of our firm and are fundamental to the develop and progression of our 200 highly valued colleagues.

We also offer the opportunity to work for a progressive, modern and inspiring law firm in a regional area that brings with it the benefit of a good work/life balance, flexibility and family focussed with genuine opportunity to progress and develop evidenced by our commitment to our Career Pathway and Training Pathway.

About Us

Holmes & Hills Solicitors is a large regional firm of solicitors with seven offices across Essex and Suffolk and over 200 legal professionals across a number of specialist departments. Holmes & Hills works in partnership with clients across East Anglia, including businesses, individuals, families and local authorities, to build long standing relationships, protect clients' interests and support clients' growth and development.

Working in partnership with businesses and individuals

Holmes & Hills' large team of legal experts work in partnership with individuals and organisations to provide them with truly proactive legal services through personal relationships. Acting as a trusted advisor to clients, we take the time to understand clients' needs and objectives before delivering practical advice through a personal and accessible approach.

Independently recognised as a leading law firm

Holmes & Hills Solicitors is independently recognised by The Legal 500 and Chambers & Partners - two independent directories of the UK’s top law firms - as being a leading supplier of legal services in the region.

These accreditations give our clients the confidence that the legal advice and representation they receive from Holmes & Hills is some of the best available.

Our clients range from established and growing businesses whose brands are recognised and sold across the world and local authorities across the region, through to families and first‑time home buyers.