Client Experience Expert (5601)

Overview

Join to apply for the Client Experience Expert (5601) role at Irwin Mitchell.

We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. We’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment. We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities. We’re always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

As a Client Experience Expert, you’ll be the first point of contact for our clients, ensuring excellent service in every interaction, whether with clients or colleagues, across all communication channels managed by the Contact team. You’ll join a small team within a department of around 30-60 colleagues. You’ll handle a diverse range of calls, you’ll take ownership of each query, offering guidance and support throughout the process.

Responsibilities

• Handle internal and external client calls and digital enquiries across all areas of the firm, whilst upholding Irwin Mitchell’s values and ethics.
• Maintain confidentiality and comply with Data Protection regulations in all communications.
• Rotate across departments within the Contact team based on client demand.
• Assist clients obtaining the necessary support, either directly or by directing them to the appropriate area of the firm.
• Update client records in computer databases with meticulous attention to detail, ensuring data accuracy.
• Take ownership of the client experience, prioritising the client in all interactions, and escalating any concerns to the Client Experience Leader when necessary.
• Maximise availability to ensure timely responses to all client queries.
• Adhere to all firm policies and procedures and effectively carry out all reasonable instructions.
• Prior experience in a Contact Centre or a similar setting.
• Significant background in a customer service or client services.
• Confidence in managing difficult and sensitive conversations.
• Strong IT skills with a good understanding of Microsoft Office programmes.
• Excellent communications skills, both written and verbal.
• Outstanding listening and questioning abilities.
• Proven problem-solving skills.

Qualifications and Experience

• Prior experience in a Contact Centre or a similar setting.
• Significant background in customer service or client services.
• Strong IT skills with Microsoft Office.
• Excellent written and verbal communication, listening, and questioning abilities.
• Proven problem-solving skills.

Benefits

• 25 days holidays as standard plus bank holidays — option to buy up to 35 hours of extra holiday.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid).
• Westfield Health membership, offering refunds on medical services alongside Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements. We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024.

Additional information

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim. Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

As part of the Irwin Mitchell Group’s onboarding process all successful applicants are required to complete the group’s employment screening process. The process helps to ensure that all new employees meet our standards in relation to honesty and integrity. We carry out pre-employment screening to establish eligibility to work in the UK, criminal record and financial checks with trusted third parties, fully compliant with Data Protection and applicable laws. Irwin Mitchell LLP is an equal opportunity employer.

Job details

Location: Sheffield, England, United Kingdom

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industries: Law Practice

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