Receptionist

JR United Kingdom; Stoke-on-Trent; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading UK law firm seeks a Receptionist for their Stoke-on-Trent location. The role involves providing excellent client service, managing calls, and representing the company’s brand and values. Candidates should exhibit strong communication skills, empathy, and the ability to multitask in a fast-paced environment.

Qualifications

• Exceptional verbal communication skills.
• Ability to listen actively and show empathy.
• Strong organizational abilities in a fast-paced environment.

Responsibilities

• First point of contact for all callers, delivering a professional telephone experience.
• Managing a high volume of inbound calls with accuracy.
• Using internal systems to connect callers to appropriate contacts.

Skills

Communication excellence

Empathy and listening

Organisation and multitasking

Service orientation

Attention to detail

Job description

Social network you want to login/join with:

Knights is a listed, UK based legal and professional services business, operating from 32 locations nationwide. For more than a decade, we have done things differently. In 2012, we established our platform as one of the first law firms to transition from a traditional partnership model to a corporate structure.

We work with a diverse range of clients, including global brands, FTSE 100 companies, private businesses, and individuals, to deliver professional services with speed, accessibility, and clear communication.

Join our growing Reception team. As a Receptionist at Knights, you will be the voice of the business – delivering a seamless, premium telephone experience to clients and colleagues alike. Working as part of our centralised national team, you will act as the first point of contact of all incoming telephone enquiries for all of our 32 locations nationally. Representing our brand and values with every interaction, you will embody a standard of excellence in service, professionalism and discretion.

This role is integral in setting the tone of our business, creating a refined, welcoming and helpful impression that reflects our commitment to quality, relationships and professionalism. With attention to detail, you will reinforce our vision to be the leading full service professional services business in the UK regions.

Key responsibilities

• Client service excellence – serving as the first point of contact for all callers – delivering a warm, engaging and consistently professional telephone experience for every caller, ensuring that the first interaction with our business reflects our values and brand tone.
• Call handling and routing– managing a high volume of inbound calls with accuracy and care, using internal systems to route calls effectively across 32 national locations.
• Professional communication – assessing caller needs through attentive listening and thoughtful questioning, ensuring that they are connected to the most appropriate contact quickly and with confidence.
• System navigation – using our internal Teams telephony and directory systems to identify and reach the correct colleagues or teams efficiently and accurately.
• Team collaboration – Working as part of the wider centralised Front of House team to maintain seamless service across our national network, sharing updates and knowledge to ensure continuity.
• Service adaptability – Remaining calm and responsive when handling complex or urgent calls, escalating appropriately while maintaining reassurance and clarity for the caller.
• Brand representation – Upholding and promoting the Knights brand in all communication, ensuring tone and language align with our identity as a premium, people-first business.
• Quality assurance – Logging call data as required and supporting the continuous improvement of our call-handling protocols.
• Process adherence – Following set protocols for calls relating to confidential, sensitive or business-critical enquiries and escalating as per guidance.

What you will bring to the role

As the first voice many clients and colleagues will hear, you will bring warmth, professionalism and confidence to every interaction. To thrive in this role, you will demonstrate:

• Communication excellence – Exceptional verbal communication skills with a clear, friendly and articulate telephone manner.
• Empathy and listening – The ability to listen actively, show empathy and respond sensitively to caller needs.
• Organisation and multitasking – Strong organisational skills and the ability to manage multiple enquiries in a fast-paced environment. • Technological readiness – Proficiency in, or willingness to learn, internal telephony and directory systems, and comfortable with technology as an enabler of efficient service.
• Calmness under pressure – A composed, thoughtful approach when dealing with high-pressure or sensitive situations.
• Service orientation – A genuine commitment to delivering outstanding client care and continuously improving service delivery.
• Collaboration – A team-player mentality with the desire to contribute positively to the team.
• Attention to detail – Meticulous when logging call information or following escalation procedures.
• Discretion and professionalism – A strong understanding of confidentiality, professional boundaries and appropriate tone in all communications.
• Accountability – A high level of personal responsibility and pride in consistently creating exceptional experiences for callers.