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Client Service Executive

Posted 8 days ago

The new enquiries team play a pivotal role in ensuring clients receive exceptional levels of service. They are the first point of contact and responsible for managing all enquiries received by the firm from initiation to completion from all channels, including live chat, email, telephone and website sources.
This is an exciting opportunity to join this fast paced team in our Lewes office.
What you will be doing:
Act as gatekeeper for all channels of enquiry
by telephone, email, website email, website quotation tool, live chat service
and direct them to the correct individual or team to respond.
Manage all enquiries to ensure they are responded to within the terms of the firms Service Level Agreement.
For agreed types of work, provide estimates to the potential clients and provide such support in a professional and friendly manner in keeping with the firms standards for client care.
For types of work where the team cannot provide an estimate, place the enquiry with the relevant Department contact(s) for response.
Record, gather and update data accurately on enquirers personal details, potential work type and requirements, estimates, objections and conversions for internal use to calculate potential work pipelines.
Create Leads in Peppermint to record potential work enquiries to the firm from all sources.
Communicate with legal departments regarding new enquiries passed to them to conclude including requesting updates and outcomes from Legal Advisers/Paralegals to ensure up-to-date information is recorded on Peppermint.
Processing all telephone calls to the firm for all offices, quickly and efficiently and in a courteous, friendly and helpful manner, directing calls to the NET (New Enquiries Team) or to specific individuals as required by the firms processes.
What you will need:
Experience of administrative work within an office environment.
Experience of Microsoft Office suite including Word, Outlook and Excel.
Able to communicate clearly in person and in writing.
High degree of efficiency, accuracy and organisation in carrying out tasks.
Demonstrates a recognition of the importance of working as part of a team.
Demonstrates an ability consistently to exceed expectations to ensure that the highest standards of service to others, inside or outside the firm, are achieved.
We have offices in hubs in Crawley, East Grinstead, Lewes, Brighton, Eastbourne, Seaford, Peacehaven, Storrington and Chichester
We encourage people from all backgrounds to apply to join our team. We seek to engage a diverse workforce, focusing on inclusivity and fair treatment for all.
We oppose all forms of discrimination and promote equality of opportunity in everything we do.
We can make reasonable adjustments for applicants and employees with a disability so please let us know about any specific needs and requirements you have.