New Client Enquiry Coordinator – Join Our Amazing New Team and Let’s Deliver Exceptional Service Together!
Are you a customer-focused individual who enjoys building rapport with clients and providing them with outstanding experiences? Do you want to work for a company that values its employees and prioritises their well-being and growth while providing exceptional customer service? If so, read on!
About Us:
Established in 2000, Express Solicitors is an award-winning law firm that deals personal injury and clinical negligence claims. Based in South Manchester, we serve clients nationwide. We are proud of the work we do helping injured people.
We are currently ranked 93 in the Top 200 UK Law firms and are recognised for both Personal Injury and Clinical Negligence. We have a 5-star ranking with Trust Pilot from over 5,000 reviews, which, coming from our clients, means a lot to us.
Due to continuous expansion and onward progression, we are building a brand-new team of Client Triage Agents who will be the first point of contact for new enquiries. We operate a hybrid working pattern which allows colleagues to gain a work life balance with the opportunity to work from office and home for part of the week once initial training and probation has been successfully completed.
As a Client Triage Agent, you will be responsible for providing exceptional service to our clients via phone and email. You will work closely with other members of the team to ensure that our clients’ needs are met and their expectations are exceeded.
Your role will be focussed on taking initial enquiries by phone and web and then passing clients to our superb team of New Client Enquiry Specialists.
About You:
- You are passionate about delivering exceptional customer experience
- You have excellent communication skills, both verbal and written, and can handle difficult conversations with empathy and professionalism
- You may have experience in a role where you have exceeded client expectations, but more important than experience is having impressive interaction skills, a positive attitude, a willingness to develop and strong personal values
- You have strong organisational and IT skills
- You want to be rewarded for your hard work
- You are tenacious
- You value teamwork and are committed to supporting your colleagues. We believe that our team is our greatest asset, and we are committed to fostering a supportive and inclusive work environment where everyone feels valued and motivated to do their best work
Salary, Hours & Benefits:
- Competitive Remuneration comprising of a base salary of £11.20 per hour with hours worked after 6pm being paid at an enhanced rate (time and a half) as per the alternate week shift pattern and uncapped commission but average earnings £2,000 per annum.
- 3/2 alternate working from home pattern after probation has been successfully completed
- 23 working days holiday (pro rata if working reduced hours), plus an extra day’s holiday for your birthday (after 2 years’ service)
- Time in lieu for any bank holidays worked
- Lots of other benefits like holiday buyback, death in service, free fruit, Employee Assistant Programme, paid for social events, sports teams and annual flu jabs
- We also provide ongoing training and development opportunities to support your professional growth and career advancement
Working Days:
Shifts will follow a rotation of early and late shifts during the week as below.
Early Shift: 08.30 – 17.00
Late Shift: 12.00 – 20.00 (11:30 – 19:30 on Friday)
Saturday – Sunday: 10.00 – 18.00
Bank Holidays: 10.00 – 18.00
Once out of the training period you would work 1 in 3 weekends with a day off in the week.
We also encourage applications from candidates who can work regular set hours across our hours of operation (8.30am – 8pm Monday to Friday and 10am – 6pm on Saturdays and Sundays) to include at least some weekend hours – availability and schedules will be discussed further with candidates who move forwards to the interview stage.
For example, we will consider applicants who can work:
- Only Late Shifts
- Only Early Shifts
- Evening only e.g. 3-8pm or only Mornings
- School Hours only during the week
- Friday to Monday Pattern
Finding the right candidates for the role to ensure our client’s experience is the best it can be is our focus so if you think you would be a great fit for this role then apply today. Please let us know when applying if you have any specific hours requests to meet your needs and we will consider them further.
Next steps:
If this sounds exciting to you, then we would love to hear from you!
