At a Glance
- Tasks: Be the first point of contact for clients and manage their enquiries with care.
- Company: Join Harper Macleod, an award-winning law firm with a collaborative culture.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth in a fast-paced legal environment.
- Why this job: Make a real impact in client care while exploring the business side of law.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 25650 - 31350 £ per year.
Location: Edinburgh
Application Deadline: Monday, September 21, 2026
About Us
Due to expansion, an opportunity has arisen for an enthusiastic individual to join our award-winning Business Development department. The Business Development team comprises three main work streams: HM Connect, Bids, Tenders & Legal Directories, and HM Gateway. Our HM Gateway division manages new business enquiries received via telephone, website and email, serving as the first point of contact for prospective clients engaging with Harper Macleod. This team plays a vital role in shaping the client experience from the very beginning.
The Role
We’re looking for an enthusiastic Client Engagement Assistant to join our team and assist with new business enquiries. You’ll be the heart of our client experience, delivering exceptional care from the very first point of contact. Your role will be primarily focused on handling incoming new business telephone enquiries, acting as the first point of contact for prospective clients seeking legal support. In addition to managing telephone enquiries, you will support the handling of enquiries received via the firm’s website and email channels, ensuring all enquiries receive a timely and professional response.
You will handle incoming enquiries within strict timeframes, engaging confidently to understand their individual or business legal needs. Using your strong client-care skills, you’ll assess the most appropriate next steps, applying department criteria to triage enquiries, and ensure each enquiry is directed to the right department. This includes reviewing suitability, carrying out conflict of interest searches, and ensuring all enquiries are accurately recorded and progressed in CRM systems. Working collaboratively with our client advisors, you’ll help ensure enquiries are allocated correctly and within agreed timescales, contributing to a smooth and efficient client journey. You’ll also support the maintenance of the team’s information tools, helping us keep our processes clear, current, and reliable.
We’re looking for someone who is genuinely passionate about client care and customer service, and who brings experience from an office or customer-facing environment. This role offers the opportunity to explore the business side of a law firm and develop an alternative career within the legal sector. This is a full time, office-based position working 8:00am to 4:00pm, Monday to Friday.
What You’ll Be Doing
- Act as the first point of contact for prospective clients contacting the firm by telephone
- Managing enquiries in a professional, friendly and efficient manner
- Support the handling of new business enquiries received via email and our website within strict time frames
- Confidently engage with prospective and existing clients to understand their legal needs
- Review and triage all enquiries to assess service suitability and ensure they are directed to the most appropriate staff member for support
- Undertaking conflict of interest searches and identifying any attendant risks
- Utilising systems such as HubSpot and RingCentral
- Liaising with client advisors to ensure enquiries are allocated properly and within agreed time limits
- Support the maintenance of the team’s information tools
What We’re Looking For
Essential skills & experience:
- Consistently provides outstanding customer service with a strong sense of pride and professionalism
- Excellent communication skills, both written and oral
- Strong teamwork mentality and commercial understanding
- Passionate about client care
- Ability and willingness to learn legal terminology and processes, including proactively upskilling and improving own knowledge
- Ability to flourish in a fast-paced environment
Desirable:
- Awareness of the legal sector is an advantage, but training will be provided
- Experience using and maintaining databases and CRM systems such as HubSpot and RingCentral
- Experience working in a professional services environment
Let your ambitions grow with ours
At Harper Macleod, ambition is what drives us forward. We are a firm that cares about doing great work and making a real impact for our clients and for each other. We believe in progress, not standing still. That means sharing ideas, supporting growth and creating opportunities for everyone to shine. If you want to work somewhere that values curiosity and collaboration, you’ll feel right at home here. Our story so far includes recognition as Scotland’s Firm of the Year 2025, ESG Firm of the Year 2024 and a place in the Legal 500’s Green Guide for two years running. But we’re not done yet. The best is still to come. We offer a competitive salary and benefits package, active colleague engagement, wellbeing, sustainability & CSR programmes and the opportunity to develop your career. If you’re ready to shape the future with us, we would love to hear from you.
Harper Macleod LLP is committed to promoting equal opportunities and developing a diverse workforce.
Client Engagement Assistant in Edinburgh employer: Harper Macleod LLP
Harper Macleod LLP is an exceptional employer that champions professional growth and a collaborative work culture, making it an ideal place for a Dispute Resolution Solicitor. With a strong emphasis on ESG values and a commitment to ethical practices, employees are not only part of a top-tier legal team but also contribute to meaningful initiatives that impact clients and communities. Located in Glasgow, the firm offers competitive salaries and opportunities for career advancement, ensuring that your ambitions align with the firm's mission to make a real difference in the legal landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Client Engagement Assistant in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harper Macleod LLP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harper Macleod LLP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Engagement Assistant in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harper Macleod LLP:Your cover letter is your chance to shine! Tell us why you want to work at Harper Macleod LLP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harper Macleod LLP!
How to prepare for a job interview at Harper Macleod LLP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
