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Client Services Advisor
Client Services Advisor Glasgow, City Centre – Permanent, 35 Hours Per Week
Do you have a genuine desire to support people through some of the most difficult moments of their lives? Do you have experience in a customer service or care-focused role? If so, Jones Whyte has the perfect opportunity for you!
As we expand, we’re looking for a passionate and skilled individual to join our Bereavement department’s Client Services team.
The Role
As a Client Services Advisor within our Client Services Department, you will:
- Provide dedicated support to the Private Client – Bereavement team, handling both inbound and outbound client enquiries.
- Ensure clients receive a high standard of service, supported with care, professionalism, and sensitivity throughout their bereavement journey.
- Collaborate with Team Leaders, other Client Services Advisors, case handlers, and Solicitors to efficiently manage client matters within agreed timelines.
- Uphold collaboration as a core principle, working with your team to address client enquiries promptly and professionally.
This role offers personal and professional growth, including internal progression opportunities within the firm.
Essential: The role does not require prior legal experience but benefits from a background in customer service, particularly in a call-handling environment.
This position provides a hybrid working setup after successfully completing in-office training, with a minimum of three days per week based in the Glasgow office (Monday–Friday, 9:00 AM–5:00 PM).
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Key Attributes
You must have:
- At least 1+ year of experience in a customer service or call-handling environment.
- Excellent communication, including active listening skills.
- The ability to build rapport quickly, particularly with people experiencing distress.
- A professional, confident, and courteous phone manner.
- Basic computing and IT skills (Microsoft Office applications).
- A positive, forward-thinking mindset.
- Genuine empathy and compassion for clients in challenging circumstances.
- A commitment to achieving the best possible outcomes for clients.
Desirable (but not essential):
- Experience working in a legal firm.
- Familiarity with HubSpot.
Responsibilities
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Client Contact Management:
- Respond to inbound and outbound calls, emails, and web enquiries from bereaved clients and families, delivering care, patience, and compassion.
- Generate quotations, enhancing client experience from first contact.
- Understand clients’ requirements sensitively and professionally.
-
Lead and Case Handling:
- Engage with leads from multiple channels while using a leads management system.
- Manage referral opportunities and promote cross-departmental collaboration to support client needs.
-
Operational Excellence:
- Meet KPIs and targets to support business needs.
- Adhere to company policy and procedures, including confidentiality standards.
- Manage online and phone payments, produce contracts, and manage e-sign processes.
- Liaise with solicitors to ensure clients receive fast and accurate legal advice.
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- Team and Performance:
- Attend and contribute to weekly team meetings.
- Providing an efficient, professional, and compassionate service at all times.
Company Benefits & Perks
Jones Whyte is the Scottish Top Employer of the Year, recognised for its commitment to growth, wellbeing, inclusivity, and community impact. Here’s what you’ll gain:
- Competitive salary with monthly commission opportunities.
- 26 days holiday (plus 8 bank holidays).
- Holiday Loyalty Scheme: Up to 5 additional days after each year of service.
- Buy-and-Sell Scheme: Exchange up to 3 holiday days per year.
- Enhanced maternity/paternity benefits.
- Wellbeing Support — supporting your mental, physical, and financial health.
- Salary Extras: Retailer, dining, and travel discounts, via our employee benefits platform.
- Annual Company Day Out.
- Hybrid working with a modern Glasgow office environment.
- Birthday early finish and regular team events to foster connection.
Join a dynamic yet compassionate team where you can make a difference while growing alongside a top organisation!
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