Irwin Mitchell
Client Experience Expert (6282)
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We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.
We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.
We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.
About the Role
As a Client Experience Expert, you’ll be the first point of contact for our clients, ensuring excellent service in every interaction, whether with clients or colleagues, across all communication channels managed by the Contact team. You’ll join a small team within a department of around 30-60 colleagues. You’ll handle a diverse range of calls, you’ll take ownership of each query, offering guidance and support throughout the process.
Key Responsibilities
- Handle internal and external client calls and digital enquiries across all areas of the firm, whilst upholding Irwin Mitchell’s values and ethics.
- Maintain confidentiality and comply with Data Protection regulations in all communications.
- Rotate across departments within the Contact team based on client demand.
- Assist clients obtaining the necessary support, either directly or by directing them to the appropriate area of the firm.
- Update client records in computer databases with meticulous attention to detail, ensuring data accuracy.
- Take ownership of the client experience, prioritising the client in all interactions, and escalating any concerns to the Client Experience Leader when necessary.
- Maximising availability to ensure timely responses to all client queries.
- Adhere to all firm policies and procedures and effectively carry out all reasonable instructions.
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Skills and Experience
- Experience delivering high-quality customer service in a customer-facing, client-facing or service-based environment.
- Strong verbal and written communication skills, with the ability to adapt communication to different audiences.
- Ability to handle sensitive, challenging or emotionally difficult conversations in a professional and empathetic manner.
- Good IT skills, including experience using computer systems and Microsoft Office applications.
- Ability to manage multiple enquiries, prioritise workload and maintain accuracy when updating records and handling data.
Desirable
- Previous experience working in a contact centre, call centre or high-volume enquiry environment.
- Experience working with confidential or sensitive information and applying data protection principles.
- Experience using customer relationship management (CRM) systems or case management systems.
- Experience supporting clients across multiple communication channels, such as telephone, email, webchat or digital enquiries
Benefits
- 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
- Generous and flexible pension schemes.
- Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
- Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
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We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!
Our Commitment
Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.
Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.
Employment Screening
As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.
We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.
The employment screening process will fully comply with Data Protection and other applicable laws.
Equal Opportunity
Irwin Mitchell LLP is an equal opportunity employer.
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