Client Intake & Onboarding / Front of House in Alderley Edge

This role is the first point of contact for clients, visitors and prospective clients attending or contacting McAlister Family Law, Home Property Law and Vault Private Client, with particular responsibility for managing the early client journey from initial intake through to successful onboarding and a professional front-of-house experience.

The role is responsible for ensuring enquiries are captured accurately, prospective clients are guided through the intake process with care and clarity, onboarding steps are completed efficiently, and front-of-house services operate smoothly, consistently and to a high standard.

The successful candidate will demonstrate professionalism, empathy, discretion and excellent communication skills, recognising that many clients may be navigating sensitive family, property or private client matters and that the quality of the initial contact, onboarding process and reception experience sets the tone for the wider client relationship.

Key Responsibilities

Client Intake & Enquiry Management

• Act as the first point of contact for prospective clients, ensuring all initial enquiries are handled promptly, professionally and with appropriate sensitivity.
• Take a proactive lead in the client intake stage, gathering accurate information about the client, matter type, urgency, key dates, conflict considerations and next steps.
• Triage enquiries effectively across McAlister Family Law, Home Property Law and Vault Private Client, ensuring each prospective client is directed to the correct team or fee earner.
• Explain the initial process clearly to prospective clients, setting expectations around call backs, appointments, documentation, identity checks and onboarding requirements.
• Schedule consultations and appointments using the firm's case management and diary systems, ensuring all relevant intake details are available to the fee earner in advance.
• Ensure all enquiries are recorded accurately, followed up appropriately and progressed without avoidable delay.

Client Onboarding and Matter Opening

• Own and coordinate the client onboarding process from initial instruction through to matter opening, ensuring each stage is completed accurately and efficiently.
• Issue onboarding communications, welcome packs, engagement documentation, terms of business and client care information promptly and accurately.
• Monitor completion of onboarding requirements, including identification checks, anti-money laundering checks, source of funds information where required, conflict information, signed documents and payment on account where applicable.
• Review onboarding information for completeness, follow up missing items with clients or internal teams, and escalated delays or compliance concerns promptly.
• Maintain accurate client and matter records within the firm's case management systems, ensuring onboarding status, documentation and key communications are clearly recorded.
• Work closely with fee earners, Compliance and support teams to ensure new matters are opened in a timely manner and in line with firm policies and regulatory requirements.
• Support file closing processes, follow agreed checklists and ensure required documents are complete, client records are updated, balances and outstanding actions are flagged and files are archived in accordance with firm procedures.

Administrative support

• Prepare correspondence, documents, client information packs and meeting materials when required.
• Provide administrative support to the team as required
• Maintain electronic and physical filing systems and assist with data entry and updating client records.

Front of House and Client Experience

• Deliver a high-quality front-of-house experience for clients, visitors, suppliers and interviewees, ensuring every arrival, call or appointment is handled with warmth, professionalism and discretion.
• Provide a polished reception service, ensuring the waiting area, meeting rooms and communal areas are welcoming, tidy, confidential and presentable throughout the day.
• Prepare meeting rooms in advance, including refreshments, room layout, visitor requirements, confidentiality considerations and any practical arrangements needed for the appointment.
• Welcome and escort visitors to meetings, liaising with colleagues where appointments are delayed or arrangements change and keeping visitors informed where appropriate.
• Represent the McAlister Family Law, Home Property Law and Vault Private Client brands through a calm, professional and service-led approach.
• Ensure the client journey feels seamless from first contact and intake through to arrival, meeting attendance and handover to the relevant team.
• Handle sensitive front-of-house queries discreetly, recognising the confidential and often personal nature of family, property and private client matters.
• Ensure all visitors are signed in and relevant health and safety procedures are followed.

Facilities and Office Management

• Manage opening and closing routines of the office.
• Manage incoming and outgoing post, deliveries and courier arrangements
• Coordinate office supplies
• Arrange and oversee contractor visits
• Work closely with the IT team to support smooth day-to-day use of office systems.
• Provide feedback on possible changes, updates or improvements that could help develop systems and processes.
• Support ongoing updates and administrative processes within the systems.

Compliance, Confidentiality & Health and Safety

• Maintain strict confidentiality regarding all client matters.
• Adhere to GDPR, information security and firm compliance requirements.
• Work closely with Compliance and lawyers to implement necessary steps to ensure regulatory requirements are met.
• Follow all firm policies, procedures and regulatory obligations.
• Escalate any concerns regarding client care, complaints or compliance issues to the appropriate manager.
• Undertake Fire Marshal and First Aider responsibilities where qualified and required.
• Submit daily registers for office locations

Person Specification

• Previous experience in a customer service, reception, hospitality, office administration or client-facing role.
• Excellent verbal and written communication skills.
• Strong organisational and administrative abilities.
• Professional and confident telephone manner.
• Proficient in Microsoft Office applications.
• Ability to manage multiple tasks and prioritise effectively.
• High level of discretion, professionalism and confidentiality.
• Ability to build positive working relationships with colleagues, clients, suppliers and contractors.
• Experience within a law firm or professional services environment.
• Knowledge of legal client onboarding processes.
• Familiarity with case management systems.
• Experience handling sensitive or confidential information.
• Experience supporting facilities, office management or front-of-house operations.
• Client-focused approach.
• Professionalism and integrity.
• Teamwork and collaboration.
• Initiative and problem solving.
• Adaptability and resilience.
• Commercial awareness and cost-conscious decision making.

Performance Measures

• Client feedback and satisfaction.
• Response times to enquiries and speed of initial intake follow-up.
• Enquiry-to-client conversion rate
• Accuracy and completeness of client intake information, onboarding requirements and records.
• Timeliness of file opening, onboarding progression and escalation of outstanding actions.
• Quality, consistency and professionalism of front-of-house presentation, visitor welcome and meeting room readiness.
• Compliance with firm policies, procedures and regulatory obligations.
• Contribution to a positive client experience, effective office operations and team objectives.

This role is ideally suited to an individual who enjoys building relationships, takes pride in delivering outstanding service and wishes to play an important role in supporting clients during significant life events, property transactions and private client matters.

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