Holmes & Hills Solicitors
Client Call Handler
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Client Call Handler – Vacancy Opportunity
About the Role
As the first point of contact, the Client Call Handler is instrumental in delivering a high level of client service on every call. This role requires answering all incoming calls promptly, directing them to the most relevant person/department, and identifying call nature discreetly yet professionally.
Daily Responsibilities
- Receive and efficiently manage incoming telephone calls via the switchboard, routing them to the correct internal team or person using a computerised directory.
- Provide support, assistance, and guidance to both colleagues and external clients.
- Ensure all telephone messages are accurately transferred to the correct recipient in a timely manner.
- Immediate reporting of any network/system failures to the IT Team and collaborate to restore functionality promptly.
- Maintain up-to-date knowledge of the company’s structure, colleagues’ roles, departments, and services.
Experience Requirements
- Familiarity with modern telephone switchboard systems (highly desirable).
- Strong IT proficiency, particularly with Microsoft Office products.
- Previous experience in a client-facing or customer service role.
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Key Skills
- Clear communication and active listening.
- Ability to remain calm under pressure, efficiently manage multiple demands during busy periods, and prioritise effectively.
- Polite, professional, and client-focused demeanour.
- Attention to detail and accuracy when handling caller information.
- Expertise in handling difficult clients while maintaining composure and professionalism.
Team & Working Relationships
You’ll collaborate as part of the wider Client Enquiries Team, working alongside two dedicated call handlers.
Benefits Package
- Competitive salary and benefits.
- 28 days holiday annually, including statutory bank holidays.
- Medicash healthcare cash plan after 1 year’s service.
- Catered life insurance scheme.
- Employee Assistance Programme (EAP) and additional mental/physical health support, including 24/7 virtual GP access.
- Family-friendly policies, including:
- Enhanced maternity/paternity pay.
- Dedicated family events leave.
- Generous company sick pay scheme.
- Cycle-to-work plan.
Holmes & Hills boasts a culture of collaboration, mutual respect, authenticity, and proactive development. They promote a down-to-earth, values-driven environment that prioritises long-term client relationships, professional growth, and work/life balance. Engagement opportunities are fostered via:
- Career Pathway and Training Pathway initiatives.
- Summer work experience for school/college students.
- Open-door policy for career advice in offices across Essex and Suffolk.
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About Holmes & Hills Solicitors
With seven regional offices across Essex and Suffolk, Holmes & Hills employs over 200 legal professionals across diverse specialist departments. Their mission is at the heart of their values:
- Client partnerships: Collaboration with businesses, families, and local authorities spans from commercial clients to individuals (e.g., first-time home buyers).
- Trusted advisory role: Commitment to personal relationships ensures tailored, proactive legal advice.
- Industry recognition: Independently ranked as a leading law firm by The Legal 500 and Chambers & Partners.
Holmes & Hills exemplifies a progressive, modern, and people-oriented work culture with opportunities for growth, ensuring both clients and employees thrive.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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