Pepperells Solicitors
Sales Assistant (Front of House)
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Role Overview
Sales assistants play a vital role in the business by responding to enquiries, identifying client needs, and matching potential clients with the most suitable legal professional. As the first point of contact, you will help ensure every potential client receives smooth, compliant, and professional experience from the outset. This role is well suited to someone who enjoys working in a fast-paced environment, is confident speaking with clients, and takes pride in supporting people during what may be an emotional or challenging time. Front-of-house responsibilities are central to creating a professional, welcoming first impression for clients and visitors. In this role, you will serve as a professional client-facing point of contact, ensuring all interactions are handled courteously and efficiently. You will use strong communication and organisational skills to support clients, colleagues, and day-to-day reception activity, while remaining calm and focused on a busy reception environment and maintaining a high standard of client service.
Key Responsibilities
Client Enquiries and Needs Assessment
- Respond to enquiries received by telephone, email, live chat, and social media.
- Use emotional intelligence to understand each client’s legal needs, priorities, and level of urgency.
- Identify the most appropriate legal professional, service, and location to meet the client’s needs.
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Appointment Coordination and Client Support
- Arrange appointments and manage legal professionals’ diaries appropriately.
- Prepare clear notes to accompany appointment bookings for legal professionals.
- Book meeting rooms and provide practical information about travel, parking, accessibility, and mobility-friendly facilities.
Administration, Reception, and Office Support
- Take payments from clients when required.
- Create lodgements and ensure all relevant compliance checks are completed.
- Open client files within the internal case management system.
- Follow up on leads and previous enquiries in a timely and professional manner.
- Cross-promote relevant legal services that may benefit the client.
- Greet clients and visitors in a professional manner.
- Answer and direct incoming calls, take accurate messages, and respond to general enquiries.
- Receive, sort, and distribute incoming post and deliveries, and manage outgoing post and couriers.
- Provide administrative support to legal teams as required, including scanning, copying, filing, and document preparation.
- Manage stationery, kitchen, and front-of-house supplies.
Key Performance Indicators (KPIs)
- Triage 9–12 clients per day in line with the agreed process.
- Maintain a conversion rate of at least 45% from enquiry to appointment.
Skills and Experience
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Essential
- Strong organizational skills, with the ability to prioritize tasks effectively.
- Excellent telephone manners and clear communication skills.
- A high level of emotional awareness, empathy, and professionalism.
- Confidence using Microsoft Office and working in a Windows environment.
- Training will be provided for the firm’s in-house systems.
- Ability to work confidently in a KPI-focused environment.
- Strong attention to detail, with a focus on following step-by-step processes accurately.
- Must be results driven, highly adaptable and flexible.
- Set the highest standards in customer service.
- Be proactive and self-motivated.
Beneficial skills, but not essential
- Previous experience in professional services or legal environment.
- Previous experience in a reception, front of house or administrative role.
- Knowledge of legal terminology, services, or client matter processes.
- Well presented with a friendly, approachable and professional manner.
- High level of discretion and confidentiality.
Additional Information
- Some face-to-face client interaction will be required.
- Comprehensive training will be provided.
- Flexibility covering other branches during holidays and sickness absence may be required.
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Paid volunteer time
- Private dental insurance
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