Legal Client Care Coordinator

Reporting To: Head of Client Care

As a Client Care Co-ordinator, you'll be a key part of the Client Care team, reporting to the Head of Client Care. You'll help to make sure every client gets a fair, timely and professional response, especially when things haven't gone to plan.

Day to day, you'll manage complaints and client concerns from the first contact to the final outcome. You'll investigate what happened, work with department heads and colleagues across the business, and agree fair resolutions within set deadlines.

Key Responsibilities

• Handling external complaints and third-party concerns, including liaising and coordinating with colleagues within time constraints to create resolutions.
• Updating and maintaining central systems and record keeping processes.
• Liaising with Head of Department/Deputy Head with insights.
• Monitoring online reviews and social media contact, attending to responses and assisting with logging and any required liaison and facilitating to aid with resolution.
• Where required receive and handle all types of calls based on feedback for the business creating a welcoming professional impression providing excellent customer service on every call.
• Acting as a support function for receiving queries, both in the form of calls, emails and other messaging in system platforms as well as assisting with troubleshooting.
• Using case management and other systems tools to assist with calls and queries.
• General admin duties as and when required including management of central inbox.
• Working closely with colleagues to help to deliver a seamless client journey.