Client Onboarding

• Take responsibility for the onboarding process once a consultation has been booked.
• Collect identification and other information required for AML, KYC and regulatory compliance.
• Ensure that required documentation is completed accurately and within the appropriate timescale.
• Collect payment for consultations and ensure that payment has been received before the consultation takes place.
• Liaise with lawyers and other colleagues to ensure they have the information they need ahead of the consultation.
• Identify any missing or incomplete information and proactively resolve issues before the consultation.
• Ensure that the client journey from enquiry to consultation is smooth, professional and consistent.

Client Experience

• Provide a warm, reassuring and professional first point of contact for prospective clients, many of whom may be contacting the firm at a difficult or stressful time.
• Communicate clearly and sensitively while maintaining a commercial focus.
• Ensure prospective clients feel listened to and understand the next steps.
• Deal confidently with queries while recognising when an enquiry should be escalated to a lawyer.
• Maintain confidentiality and handle personal and sensitive information appropriately.

Administration & Reporting

• Maintain accurate and up-to-date records on the firm's systems.
• Track enquiries, consultations, payments and outstanding onboarding requirements.
• Provide regular reporting on enquiry volumes, conversion rates and onboarding performance.
• Identify recurring issues or barriers within the onboarding process and suggest improvements.
• Work closely with the wider team to understand the source and quality of new enquiries.
• Work closely with fee earners and operational colleagues to continuously improve the client journey.

Required Qualifications and Experience

• Experience in a client-facing, sales, customer service, business development or onboarding role.
• Excellent verbal and written communication skills.
• A confident and engaging telephone manner.
• Comfortable having commercial conversations about fees and converting enquiries into appointments.
• Strong organisational and administrative skills.
• Excellent attention to detail.
• Ability to manage multiple enquiries and competing priorities.
• Confident using Microsoft Office systems including Excel.
• Professional, discreet and able to handle confidential information.
• A proactive approach with the ability to follow up and progress enquiries without being prompted.
• Comfortable working towards measurable targets and KPIs.

Preferred Qualifications and Experience

• Experience working within a law firm or professional services environment.
• Knowledge or understanding of family law.
• Experience of working with legal enquiries or prospective clients.
• Understanding of AML/KYC and client onboarding requirements.
• Experience using legal case management or CRM systems.
• Previous experience in a legal client onboarding, legal secretary, paralegal, client services or business development role.

Skills and Competencies

• Commercially minded – understands that great client service and business development go hand in hand.
• Confident – comfortable speaking to prospective clients and discussing fees.
• Empathetic – understands that family law clients may be contacting the firm during highly emotional periods.
• Proactive – follows up and takes ownership rather than waiting for things to happen.
• Organised – able to keep track of multiple prospective clients and outstanding actions.
• Detail-focused – understands the importance of accurate regulatory documentation.
• Persuasive – able to convert enquiries through understanding the client's needs and demonstrating value.
• Team-focused – works effectively with lawyers, and the wider operations team.
• Resilient – comfortable handling enquiries where prospective clients may be distressed, uncertain or challenging.
• Client-focused – recognises that the onboarding experience is the beginning of the firm's relationship with the client.

Key Performance Indicators (KPI's)

• Enquiry response times.
• Enquiry-to-consultation conversion rate.
• Consultation booking rate.
• Consultation payment completion.
• Completion of regulatory/onboarding documentation prior to consultation.
• Number/value of consultations generated.
• Client feedback and experience.
• Accuracy of onboarding records.
• Follow-up activity and conversion of previously unconverted enquiries.