Customer Service Assistant

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

About KP Law

Different perspectives. Shared purpose. A career you can help shape.

At KP Law, we bring people together to make a difference through group litigation. We’re a growing specialist firm helping individuals join forces, hold powerful organisations to account and pursue justice together.

We do things differently, and collaboration is at the heart of our approach. Our solicitors work alongside developers, data specialists, project managers and operational colleagues, combining their expertise to find thoughtful, practical solutions to complex legal challenges. Technology connects our teams, informs our decisions and helps us deliver a better experience for the people we represent.

We value lawyers who ask questions, share ideas and are open to learning from others. Here, you can contribute both to the legal thinking behind a case and to how we work together to deliver it.

Our practice spans product liability, emissions, competition, workers’ rights, data privacy, personal injury and financial services, offering meaningful work with real consequences for people’s lives.

You’ll be joining a team with recognised expertise. KP Law is ranked Tier 1 for Group Litigation: Claimant in The Legal 500 UK 2027, with members of our team recognised as Leading Partners and Leading Associate.

Our work is demanding and our firm is evolving. Complex cases call for careful judgement, shared responsibility and colleagues who support one another through challenges. We welcome different perspectives and a willingness to work through unfamiliar questions together.

As we grow, we want our people to grow with us. You’ll have opportunities to deepen your legal expertise, learn from experienced colleagues, take on new responsibilities and help improve how we work. Whether you want to develop a specialism, support others or move towards leadership, you can help shape your professional career and the future of the firm.

Bring your perspective, your curiosity and your commitment to justice. Let’s build what comes next, together.

The Role

As a Customer Service Assistant in our Client Service Team (CST) you will primarily be responsible for handling queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

Based in our Liverpool office 3 days per week.

Role Responsibilities

As a Customer Service Assistant (CST), your role will include, but is not limited to:

• Dealing with inbound client queries, primarily over the telephone but may also include email, website and social media enquiries.
• Providing updates to clients on the status of the case in a timely and accurate manner.
• Acting as a first point of resolution for client complaints and escalating through the appropriate channels where you are unable to resolve.
• Updating and maintaining client information, including notes from calls and other points of communication, in the relevant systems.
• Working closely with other members of the operational and legal teams to ensure seamless communication and client satisfaction.
• Participating in team meetings and contribute to process improvements related to client services.
• Working Patterns: 2 shifts Monday to Friday 9.00am – 5.30pm or 11.30am to 8.00pm. and 1-2 Saturday shifts per month.
• You will be required to travel to our Liverpool and Manchester Offices

Person Specification

Experience

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

Skills

• Client-centric approach with the ability to understand different client needs and deliver the right solution.
• Exceptional verbal and written communication skills.
• Calm and patient under pressure with the ability to deal with difficult and sensitive situations in an appropriate manner.
• Highly organised with strong attention to detail.
• Able to work effectively as part of a team and under your own initiative.
• Continuous improvement mindset with a willingness to embrace change.
• Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced dynamic environment with consistently high levels of performance.
• Strong problem-solving skills – willing to think logically and provide solutions, even when dealing with issues which are novel.
• MS Office skills in Word, Outlook, PowerPoint and Excel

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

Our Values

At KP Law, we pride ourselves on being a values-led law firm. Our Values:

Excellence in Everything

• We deliver high-quality work, ensuring accuracy, and attention to detail in everything we do.
• We seek continuing competence by embracing feedback, learning from our experiences and that of others, and developing our expertise.
• We hold ourselves and each other to account for upholding the highest professional standards, ensuring our clients receive exceptional service.

Together We Achieve More

• We collaborate openly, valuing and respecting diverse perspectives to achieve the best results.
• We support and trust one another, fostering an inclusive environment where everyone can contribute and thrive.
• We recognise that success is a team effort, sharing knowledge and celebrating each other’s achievements.

There’s Always a Way

• We approach challenges with a positive and proactive mindset, exploring creative and practical solutions.
• We take ownership of problems, staying committed and resilient until we achieve the best outcome.
• We embrace change and adaptability, seeing obstacles as opportunities to improve and innovate.

Our Benefits

• We strive to offer a rounded benefits package, that employees value, no matter what stage of their career they are in. Current benefits include:
• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash-back healthcare scheme
• Enhanced family friendly polices
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme