Irwin Mitchell
Legal Helpline Paralegal (6381)
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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.
Hybrid opportunity - office attendance in Sheffield 2 days per week
24/7 rota pattern - includes evening and weekends - more details upon application
This role requires the completion of an LLB or equivalent.
You will provide chargeable general & preliminary legal support on any UK jurisdiction commercial or personal legal matter via the telephone. You will be expected to deliver exemplary service in every interaction on behalf of clients without creating any reputational or financial risk to the firm.
You will be required to:
- Ensure legal support provided remains general & preliminary at all times and does not become specific keeping within regulatory and policy parameters and adhering to all safe legal advice training
- Research more unique (less common) enquiries using the knowledge tools available and internal subject matter experts to provide accurate legal information.
- Complete proactive general legal research to remain up to date with changes to UK law and to ensure proficiency across all types of enquiries that are made to the Legal Helpline.
- Champion specific legal areas and engage with that legal area to increase your knowledge and to be an ambassador for the Legal helpline within that legal department.
- Be aware of the commercial agreements for each scheme and focus on delivering exceptional service whilst also being aware to drive the right commercial outcome for the firm.
- Put yourself in the caller’s situation and provide guidance that can be actually applied in their situation, correctly identifying any associated options, risks and benefits.
- Identify when a matter needs specific legal support and professionally highlight the advantages of the case being taken on by Irwin Mitchell
- Assess legal claims against Legal Expenses terms and conditions to understand if there are any clear exceptions and make those clear to the policy holder.
- To understand who may be a vulnerable caller and upon identification act accordingly to ensure you give further reasonable support to assist them.
- To be yourself in order to give an authentic client service.
- To be flexible with your approach to meet the unique needs of the enquirer to ensure all feel included and have access to the same high level of service.
- Provide insight back to the firm of any marketing developments required to improve the IM LHL proposition.
- Work collaboratively with your peers and not competitively to work towards one common goal.
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Requirements
- Completed UK Law Degree (LLB) or equivalent legal qualification by July 2026.
- Experience providing customer or client service, with the ability to build rapport and deliver a professional service.
- Strong verbal and written communication skills, with the ability to explain information clearly and adapt communication to different audiences.
- Ability to research, analyse and interpret legal or factual information accurately.
- Ability to demonstrate empathy and provide appropriate support to callers in a professional and sensitive manner, including those who may be vulnerable.
- Strong organisational and time management skills, with the ability to work to defined timelines and manage competing priorities.
- Competent IT skills, including the ability to use multiple systems and knowledge resources effectively.
Desirable criteria
- Call handling or telephone-based customer service experience.
- Experience working within a legal, regulated or professional services environment.
- Understanding of Legal Expenses Insurance or legal helpline services.
- Experience handling sensitive, complex or potentially vulnerable customer enquiries.
- Demonstrable interest in developing knowledge across a broad range of UK legal practice areas.
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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.
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 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.
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.
Irwin Mitchell LLP is an equal opportunity employer.
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