Customer Service Representative

KP Law; Liverpool; On-site; GBP 22,000 - 32,000; Full time

Job summary

KP Law is a UK-based claimant law firm focused on collective redress with offices in Liverpool, London, Manchester, and Birmingham. A Customer Service Representative will handle queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

You will deal with inbound queries, provide case updates, resolve complaints, and maintain client records, collaborating with legal and operational teams to improve client satisfaction.

Qualifications

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

Responsibilities

• Deal with inbound client queries over telephone, email, website, and social media.
• Provide updates to clients on case status in a timely, accurate manner.
• Act as first point of resolution for client complaints.
• Update and maintain client information in the relevant systems.
• Collaborate with operational and legal teams to ensure client satisfaction.
• Participate in team meetings and contribute to process improvements.

Skills

Customer service

Telephone/Email/Chat

CRM systems

MS Office

Tools

CRM systems

Case management software

Microsoft Office

Job description

KP Law is a UK-based claimant law firm focused on collective redress. With offices in London, Liverpool, Manchester, and Birmingham, we represent large groups of individuals in high-profile cases against major corporations.

Our team combines legal expertise with a data-driven, tech-enabled approach to litigation. We’re not a traditional law firm, we’re built for scale, efficiency, and impact. Behind every case is a collaborative team of legal and operational professionals working together to deliver results that matter.

At KP Law, you’ll be part of a fast-growing firm that’s reshaping how justice is delivered. Whether you’re a lawyer or part of our operations team, your work will directly contribute to landmark cases and meaningful outcomes for thousands of people.

We believe excellence in everything, that together we achieve more, and that there's always a way to make things happen.

If you're a creative problem solver, a collaborative worker, and ready to challenge the status quo, KP Law offers the opportunity to work on some of the biggest multi-claimant cases in the UK and grow with a firm that’s redefining how justice is delivered.

The Role

As a Customer Service Representative n 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.

Role Responsibilities

As a Customer Service Representative (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

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.
• We strive to offer a rounded benefits package, that employees value, no matter what stage of their career they are in. Current benefits include: