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- Tasks: Be the first point of contact for clients, ensuring top-notch service across all communication channels.
- Company: Irwin Mitchell is a national law firm dedicated to helping individuals and businesses navigate life's challenges.
- Benefits: Enjoy 25 days holiday, flexible pension schemes, and paid volunteering days for causes you care about.
- Other info: Successful applicants will undergo an employment screening process to ensure integrity and compliance.
- Why this job: Join a friendly, inclusive team making a real difference in clients' lives while developing your skills.
- Qualifications: Previous customer service experience and strong IT skills are essential; confidence in handling sensitive conversations is a plus.
The predicted salary is between 30000 - 42000 £ per year.
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Job Title: Client Experience Expert
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, take ownership of each query, and offer guidance and support throughout the process.
- 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 in 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.
About You
- Prior experience in a Contact Centre or a similar setting.
- Significant background in customer service or client services.
- Confidence in managing difficult and sensitive conversations.
- Strong IT skills with a good understanding of Microsoft Office programs.
- Excellent written and verbal communication skills.
- Outstanding listening and questioning abilities.
- Proven problem-solving skills.
If this describes you, we’d love to receive your application.
Our Benefits – What We Can Offer You
- 25 days holidays as standard plus bank holidays – You can ‘buy’ up to 35 hours of extra holiday too.
- 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 our 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!
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.
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Client Experience Expert employer: Irwin Mitchell
Contact Detail:
Irwin Mitchell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Experience Expert
✨Tip Number 1
Familiarise yourself with Irwin Mitchell's values and ethics. As a Client Experience Expert, you'll need to embody these principles in every interaction. Research their commitment to diversity and inclusion, as well as their community initiatives, to demonstrate your alignment with their culture during any discussions.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Since the role involves managing sensitive client queries, role-playing scenarios with friends or family can help you build confidence and refine your approach to problem-solving.
✨Tip Number 3
Get comfortable with Microsoft Office programmes, particularly Excel and Word. Being proficient in these tools will not only help you in updating client records accurately but also show your readiness to adapt to the technical demands of the role.
✨Tip Number 4
Network with current or former employees of Irwin Mitchell on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your fit for the Client Experience Expert position.
We think you need these skills to ace Client Experience Expert
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Client Experience Expert. Review the job description carefully and think about how your skills and experiences align with the requirements.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or contact centre roles. Emphasise your communication skills, problem-solving abilities, and any experience handling sensitive conversations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for client service and your understanding of Irwin Mitchell's values. Mention specific examples from your past experiences that demonstrate your ability to excel in this role.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Irwin Mitchell
✨Showcase Your Customer Service Skills
As a Client Experience Expert, your ability to handle client interactions is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or provided exceptional service. This will demonstrate your capability to manage difficult conversations effectively.
✨Familiarise Yourself with Irwin Mitchell's Values
Understanding the core values and ethics of Irwin Mitchell is essential. Research their commitment to diversity, inclusion, and social responsibility. Be ready to discuss how your personal values align with theirs during the interview.
✨Demonstrate Attention to Detail
In this role, meticulous attention to detail is vital, especially when updating client records. Prepare to discuss how you ensure accuracy in your work and provide examples of how you've maintained high standards in previous roles.
✨Prepare for Role-Specific Scenarios
Anticipate questions related to handling various client queries and digital enquiries. Think about how you would approach different scenarios, such as managing a sensitive conversation or directing a client to the appropriate department, and be ready to articulate your thought process.