Irwin Mitchell
New Client Advisor (6383)
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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.
At Irwin Mitchell, we help people navigate some of the most challenging experiences of their lives. Our Medical Negligence team supports individuals and families seeking answers, accountability and compensation following avoidable harm caused by medical treatment.
About the Role
As a New Client Advisor, you'll be the first point of contact for prospective clients. You'll gather and record information accurately and sensitively, helping our legal teams assess new enquiries and make informed decisions. This is a client-focused role that combines communication, empathy, attention to detail and collaboration.
In this role, you will:
- Speak with prospective clients by telephone, gathering relevant information in a professional and empathetic manner.
- Record information accurately and maintain clear case records within internal systems.
- Review information and documentation provided by prospective clients to support initial assessments.
- Liaise with legal specialists and case handlers to assist with decision-making on potential claims.
- Support a positive client experience by communicating clearly and keeping clients informed throughout the enquiry process.
- Prepare summaries, templates and other documentation to assist colleagues in assessing enquiries.
- Obtain and communicate information from medical experts and other relevant parties where required.
- Draft written correspondence to clients regarding the outcome of enquiries.
- Work to agreed quality standards, service levels and team objectives.
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Skills & Experience
Essential Criteria
- Experience providing customer, client or service-focused support.
- Strong verbal and written communication skills.
- Effective listening and questioning skills, with the ability to gather information accurately.
- Ability to communicate with empathy, professionalism and sensitivity.
- Strong attention to detail and accuracy when handling information and documentation.
- Ability to manage a varied workload and prioritise tasks effectively.
- Confidence using IT systems and learning new software.
- Ability to work collaboratively with colleagues across different teams.
Desirable Criteria
- Experience working within a professional service, healthcare, legal or regulated environment.
- Experience reviewing or handling sensitive or confidential information.
- Legal studies, legal qualifications or an interest in the legal sector.
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.
Irwin Mitchell LLP is an equal opportunity employer.
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