Client Care & Intake Specialist — Remote

Crushell & Co; Dublin; Hybrid; EUR 29,000 - 34,000; Full time

Benefits offered by this job

Additional leave

Bike to work scheme

Employee assistance program

Flexitime

Work from home

Job summary

Crushell & Co. is a specialist Irish employment law firm seeking a Customer Care Executive on a full-time basis.

The role centers on managing initial client relationships, handling enquiries, and guiding prospective clients toward consultations. The successful candidate will support business development and marketing efforts, including social media, online engagement and reputation management, with a focus on delivering excellent client experiences.

Qualifications

• Excellent telephone and interpersonal skills.
• Excellent written and verbal communication skills.
• Strong computer literacy, including proficiency in Microsoft Word, Outlook and related applications.
• Excellent organisational skills and attention to detail.
• The ability to manage and follow up multiple enquiries efficiently.
• A professional, approachable and client-focused manner.
• The ability to communicate sensitively with individuals who may be experiencing difficult workplace situations.
• Confidence in speaking with prospective clients and explaining the firm's services and processes.
• An interest in social media, marketing and business development.
• The ability to prepare straightforward, professional social media and online content.
• A proactive approach and willingness to take ownership of prospective-client follow-up.
• Appropriate discretion and an understanding of the importance of confidentiality.

Responsibilities

• Acting as a first point of contact for prospective clients contacting the firm by telephone, email, website, virtual office or other channels.
• Answering and managing incoming telephone calls and ensuring that messages and enquiries are responded to promptly.
• Recording all new enquiries accurately on the firm's practice and customer-management systems.
• Following up proactively with prospective clients who have contacted the firm but have not yet arranged a consultation.
• Explaining the firm's consultation process, consultation fees and booking arrangements.
• Scheduling consultations with solicitors and issuing appropriate confirmations and reminders.
• Obtaining the necessary preliminary information from prospective clients in advance of consultations.
• Assisting with conflict checks and other preliminary administrative requirements.
• Monitoring outstanding enquiries and ensuring appropriate and timely follow-up.
• Following up, where appropriate, with prospective clients after consultations in relation to the services proposed by the firm and the administrative steps required to engage the firm.
• Ensuring a clear handover to the Client Care Manager once a prospective client formally engages the firm and pays for substantive legal work.
• Supporting the firm's business development activities and initiatives.
• Assisting with the preparation, scheduling and posting of content across the firm's social media profiles, including LinkedIn and other relevant platforms.
• Assisting with appropriate requests for client reviews and the administration of the firm's online presence and reputation.
• Assisting with the maintenance of the firm's website, online profiles and directory information.
• Supporting events, referral relationships and other business-development initiatives.
• Maintaining accurate records relating to enquiries, consultations, follow-ups and outcomes.
• Providing information to management concerning enquiry levels, consultation bookings, outstanding follow-ups and conversion of enquiries into consultations.

Skills

Telephone skills

Interpersonal skills

Written communication

Verbal communication

MS Word

Outlook

Organisation

Follow-up management

Client-focused

Confidentiality

Social media interest

Education

Bachelor's degree

Tools

Microsoft Word

Outlook

Job description

Crushell & Co. is a specialist Irish employment law firm seeking a Customer Care Executive on a full-time basis.

The role centers on managing initial client relationships, handling enquiries, and guiding prospective clients toward consultations. The successful candidate will support business development and marketing efforts, including social media, online engagement and reputation management, with a focus on delivering excellent client experiences.