New Client Coordinator

Express Solicitors; Manchester; Hybrid; Full time

Job summary

An established law firm is seeking Client Triage Agents to join their growing team. This role offers a unique opportunity to be the first point of contact for clients, ensuring a positive experience from the outset. With a hybrid working pattern, you can enjoy a balance between office and home working after your training. The firm values teamwork and personal development, providing ongoing training and various benefits, including commission opportunities and private medical insurance after two years. If you are passionate about helping clients and thrive in a supportive environment, this position is perfect for you.

Benefits

Private medical insurance after 2 years

Enhanced maternity leave

Death in service

Active social committee

Ongoing training and development

Extra day’s holiday for your birthday

Time in lieu for bank holidays

Free fruit

Annual flu jab

Qualifications

• Strong communication and interaction skills are essential for this role.
• Ability to build relationships and handle difficult conversations with empathy.

Responsibilities

• Manage client experience from first contact to file transfer to Solicitor.
• Call prospective clients and obtain relevant claim details.
• Work as a team to ensure quick responses to client inquiries.

Skills

Excellent communication skills

Organizational skills

IT skills

Empathy

Teamwork

Tenacity

Job description

This range is provided by Express Solicitors. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Established in 2000, Express Solicitors is an award-winning law firm that deals with personal injury and clinical negligence claims. Based in Manchester, we serve clients nationwide and are currently ranked 70 out of more than 10,000 law firms. We have a 5-star rating on Trustpilot from over 6,500 reviews, which coming from our clients means a lot to us. We are proud of the work we do helping injured people, and this is the core of our business.

Role

Due to continuous expansion and onward progression, we are building a brand-new team of Client Triage Agents who will be the first point of contact for new enquiries. We operate a hybrid working pattern which allows colleagues to gain a work life balance, with the opportunity to work from office and home for part of the week, once initial training and probation has been successfully completed.

The planned start date is Monday 24th February 2025.

Responsibilities

• Responsible for client experience from first contact until signed up and the file transferred to Solicitor. Ability to build strong relationships with clients to obtain commitment is paramount.
• Calling prospective clients as soon as possible within required service standards.
• Obtaining all relevant details of a prospective client’s claim to allow the claim to be assessed.
• Working as a team to answer all calls as quickly as possible and deal with any client enquiries.
• Presenting key information to management, in a concise manner.
• Maintaining client files and diary tasks using the firm’s case management system.
• Working within a team, providing cross-cover when necessary to ensure excellent client service.

There will be targets to work towards, but you will be rewarded with achievable commission paid on a monthly basis.

Person Specification

• Excellent communication skills, both verbal and written, and can handle difficult conversations with empathy and professionalism.
• You may have experience in a role where you have exceeded client expectations, but more important than experience is having impressive interaction skills, a positive attitude, a willingness to develop and strong personal values.
• Strong organisational and IT skills.
• You want to be rewarded for your hard work.
• Genuine tenacity.
• You value teamwork and are committed to supporting your colleagues. We believe that our team is our greatest asset, and we are committed to fostering a supportive and inclusive work environment where everyone feels valued and motivated to do their best work.

Salary, Hours & Benefits:

• Base salary of £12.30 per hour, with hours worked after 6pm being paid at an enhanced rate (time and a half) as per the alternate week shift pattern and uncapped commission.
• Time in lieu for any bank holidays worked.
• Extra day’s holiday for your birthday after 2 years’ service.
• 3 holiday buy backs per year after 1 year of service.
• Private medical insurance after 2 years’ service.
• Enhanced Maternity leave payment if you have over 1 year’s tenure, further enhanced at over 4 years’ service.
• Death in service.
• Netball/Football team, 10km Manchester team and more.
• Active social committee with generous departmental and firm-wide social budget.
• Active training culture and various groups and events such as Diversity and Inclusion.
• Other benefits including Employee Assistance Programme, free fruit & annual (optional) flu jab.
• We also provide ongoing training and development opportunities to support your professional growth and career advancement.

Working Days

Shifts will follow a rotation of early and late shifts during the week as below:

Early Shift: 08.30 – 17.00 (8:30 – 16:30 on Friday)

Late Shift: 12.00 – 20.00 (11:30 – 19:30 on Friday)

Saturday – Sunday: 10.00 – 18.00

Bank Holidays: 10.00 – 18.00

Once out of the training period you would work 1 in 3 weekends with a day off in the week.

We also encourage applications from candidates who can work regular set hours across our hours of operation (8.30am – 8pm Monday to Friday and 10am – 6pm on Saturdays and Sundays) to include at least some weekend hours – availability and schedules will be discussed further with candidates who move forwards to the interview stage.

Recruitment Process

To apply, send a CV to [e-mail] or visit our careers page on www.expresssolicitors.co.uk/careers.

Interviews will be conducted by MS Teams and will include scenario-based questioning.

Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all.

By applying for this vacancy, you are giving us consent for to process your data in line with our Privacy Policy, full details of which can be found on our company website Privacy notice for website users | Express Solicitors.

Seniority level

Entry level

Employment type

Full-time

Job function

Customer Service

Industries

Legal Services