Legal Client Care Coordinator

Taylor Rose; Peterborough; On-site; GBP 21,000 - 30,000; Full time

Job summary

Taylor Rose is seeking a Legal Client Care Coordinator in Peterborough to manage client inquiries and complaints from first contact to resolution. You will coordinate with department heads to ensure timely, fair outcomes and uphold high levels of client service across calls, emails and other channels.

The role requires strong communication, IT literacy and the ability to handle a demanding workload while maintaining a professional client journey.

Qualifications

• Must be client focused and able to deliver fair resolutions.
• 1 year in a customer service role is desirable.
• Professional and self-motivated with a strong work ethic.
• Ability to work independently and as part of a team.
• Excellent communicator and listener with strong IT and literacy skills.

Responsibilities

• Handle external complaints and client concerns with timely resolutions.
• Update and maintain central systems and record-keeping processes.
• Liaise with Head of Department/Deputy Head with insights.
• Monitor online reviews and social media, log and coordinate responses.
• Answer calls, emails, and messages, delivering a welcoming professional impression.

Skills

Client focus

Customer service

Communication

Teamwork

IT literacy

Tools

Case management software

Job description

Legal Client Care Coordinator

Reporting To: Head of Client Care

As a Client Care Co-ordinator, you'll be a key part of the Client Care team, reporting to the Head of Client Care. You'll help to make sure every client gets a fair, timely and professional response, especially when things haven't gone to plan.

Day to day, you'll manage complaints and client concerns from the first contact to the final outcome. You'll investigate what happened, work with department heads and colleagues across the business, and agree fair resolutions within set deadlines.

This role will involve but is not limited to:

• Handling external complaints and third-party concerns, including liaising and coordinating with colleagues within time constraints to create resolutions.
• Updating and maintaining central systems and record keeping processes.
• Liaising with Head of Department/Deputy Head with insights.
• Monitoring online reviews and social media contact, attending to responses and assisting with logging and any required liaison and facilitating to aid with resolution.
• Where required receive and handle all types of calls based on feedback for the business creating a welcoming professional impression providing excellent customer service on every call.
• Acting as a support function for receiving queries, both in the form of calls, emails and other messaging in system platforms as well as assisting with troubleshooting.
• Using case management and other systems tools to assist with calls and queries.
• General admin duties as and when required including management of central inbox.
• Working closely with colleagues to help to deliver a seamless client journey.

About you - Skills & Experience Required

• Must be Client focused, keen to deliver excellent service and find fair and meaningful resolutions.
• Minimum of 1 year in a customer service role is desirable
• Professional and self-motivated with a strong work ethic
• Ability to work both independently and as part of a team
• Excellent communicator and listener, with strong IT and literacy skills
• Ability to manage a demanding workload with varying deadlines, with the ability to power up at busy times and rise to the challenge with a positive can-do attitude.
• Ability to prioritise tasks and easily adapt to change
• Ability to create good rapport with colleagues and clients

Company Core Values:

• Aspire: challenge convention, entrepreneur with energy for change, to be the best that we can be
• Innovate: creatively evolve our working practices, using revenue & resources in a virtuous circle of improving our people, systems and growth
• Integrate: bringing together people and systems into a cohesive force
• Commitment: to delivering excellence client experience, working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage