Overview

Department: Ampa Group Services - Group Operations - Client Contact - Client Contact - 9413

Employment Type: Permanent - Full Time

Location: Lewes

Description

Client Service Executive

Location: Based at our Lewes office and at home (Hybrid)

Hours: Permanent, 37.5 hours per week

Reporting to: Head of Client Contact

The Opportunity

An exciting opportunity has arisen to join our Client Service Team, who are responsible for providing excellent client service to enquiries received by the firm, including those received via telephone, email, live chat and website. You will assist our New Enquiries Team in triaging all new enquiries received by the firm, including providing estimation of fees for some work types and liaising with relevant legal advisors. You will also assist our Switchboard Team in answering and directing appropriately all incoming calls to the firm.

What you will be doing

• Support the New Enquiries Team by triaging all new enquiries, providing fee estimates for specific work types, and liaising with relevant legal advisors.
• Assist the Switchboard Team by answering and directing incoming calls across the firm, ensuring a professional and helpful service at all times.
• Play a key role in ensuring our clients and potential clients receive a seamless and positive experience from their very first interaction with the firm.

New Enquiries Team

• Triage all new enquiries received via telephone, email, live chat, and website.
• Respond to enquiries within the firm’s Service Level Agreement (SLA).
• Provide fee estimates for agreed work types.
• Refer enquiries requiring specialist input to the appropriate Legal Department contact(s).
• Accurately record and update enquirer information, work type, requirements, and fee details.
• Create ‘Opportunities’ in Peppermint to capture all potential work.
• Follow up on enquiries with potential clients through to conclusion.
• Communicate with legal departments to request updates and record outcomes.

Switchboard

• Handle all incoming telephone calls promptly, courteously, and efficiently, directing them to the correct team or individual.
• Take accurate messages where required and pass them on promptly.
• Maintain a log of calls received.
• Engage with clients via the live chat service on the firm’s website.
• Identify any signs of client dissatisfaction and either resolve or escalate as appropriate.
• Liaise with departments regarding non-matter enquiries (e.g., Will/Deed searches, file copy requests, office-related queries).

What you will need

• Flexible and adaptable approach to work.
• Strong team player with a collaborative mindset.
• Dedicated to delivering outstanding client service and exceeding expectations.
• Contributes to improving processes and service delivery.
• Supports a positive and inclusive working environment.

Experience & Technical Skills

• Previous administrative experience in an office environment (essential).
• Proficiency in Microsoft Office (Word and Outlook essential; Excel desirable).
• Clear and professional communication skills, both written and verbal.
• Strong organisational skills with excellent accuracy and attention to detail.

Knowledge & Qualifications

• Good spoken and written English (essential).
• Relevant administrative qualification or equivalent experience (desirable).
• Awareness of data protection legislation and requirements (essential).

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Milton Keynes, Nottingham, Sheffield, Solihull, Stratford upon Avon and in the South East; Brighton, Chichester, Crawley, East Grinstead, Eastbourne, Lewes, Peacehaven, Seaford, Storrington, Southampton & Tunbridge Wells.

Additional information
Want to find more about our amazing benefits? We may close the vacancy early if we receive a high volume of applications. Confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities
Ampa Group is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.