New Client Enquiries Coordinator

DMH Stallard LLP; Crawley; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days holiday (plus Birthday holiday

Private Healthcare

Pension Scheme

Cycle to work

Employee Assistance Programme

Sodexo Discounts

Life Assurance

Job summary

DMH Stallard LLP invites applications for a new graduate role within MBD to be the main contact for new client enquiries received via website forms, email and telephone. You will capture details, route to the right internal contact and track outcomes to maximise conversion and inform marketing decisions.

Subject to performance, the role offers progression to a paralegal or other positions within the firm after 12 months, subject to vacancies and interview success.

Qualifications

• Law Degree (or equivalent) with an interest in pursuing a legal career
• Excellent telephone manner and clear, professional written communication
• Strong organisational skills and attention to detail; able to manage competing deadlines
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams) and comfortable with spreadsheets
• Commercial awareness and an understanding of client service
• Calm under pressure, able to prioritise independently, and approachable and professional when working with colleagues at all levels of the firm
• Experience with CRM systems or web analytics is desirable

Responsibilities

• Answer and log all new client enquiries received by website enquiry form, email and telephone
• Monitor and take initial action on all enquiries within 2 hours
• Capture key details and source information on every record
• Route each enquiry to the correct internal contact
• Flag urgent or high-value matters
• Chase internal contacts so that every enquiry reaches a recorded outcome
• Record the reasons for non-conversion
• Maintain the enquiries spreadsheet and ensure data quality
• Report monthly on enquiry volumes and conversion rates
• Analyse enquiries by source code, practice area and internal contact
• Identify trends and recommend improvements to marketing spend and website content
• Work with practice teams to personalise the website enquiry forms and translate this into actionable web changes
• Work with MBD on improvements to enquiry handling arising from the data
• Support relationships with Partners, fee earners, and HR teams

Skills

Telephone manner

Written communication

Organisational skills

MS Office

Commercial awareness

Calm under pressure

Education

Law degree (or equivalent)

Tools

CRM systems

Web analytics

Job description

DMH Stallard LLP invites applications for a new graduate role within MBD to be the main contact for new client enquiries received via website forms, email and telephone. You will capture details, route to the right internal contact and track outcomes to maximise conversion and inform marketing decisions.

Subject to performance, the role offers progression to a paralegal or other positions within the firm after 12 months, subject to vacancies and interview success.