Client Services Executive in Manchester

Johnson Law Group is a fast-growing claimant law firm with offices in Manchester and London. Known for our innovative and data-driven approach, we specialise in group action and consumer litigation that makes a meaningful difference in people’s lives. Our Manchester office represents the firm’s expansion into the UK legal market from its origination in the United States, focusing on high-impact cases that demand precision, professionalism, and exceptional client care. We foster a collaborative and supportive environment where team members are empowered to grow, contribute, and deliver outstanding results.

We are seeking motivated Client Services Executives to join our expanding Manchester team. In this role, you will serve as the first point of contact for clients, ensuring they receive professional and timely assistance throughout their case journey. You will manage client communications, provide guidance on case status and processes, and help maintain accurate records in our bespoke case management system. This position is ideal for individuals who thrive in a structured environment, enjoy problem-solving, and take pride in delivering excellent client service.

• Conduct welcome calls and follow-up communications with clients.
• Provide clear explanations of case processes, timelines, and next steps to both clients and internal team members.
• Review, validate, and correctly label incoming client documents.
• Review incoming postal documents ensuring that they are actioned and saved to the relevant case.
• Support fee earners with administrative and case-related tasks.
• Manage diary tasks, deadlines, and follow-ups to ensure timely progress on all matters.
• Deliver professional and empathetic client service at every interaction.
• Communicate with clients via Phone, Email, Post, and Text.
• Handle Client Queries / Complaints via third party services (Google Review, Trust Pilot, Facebook, Instagram, etc.).
• Liaise with Marketing Team to ensure best practices and lead handling.

• Excellent communication and interpersonal skills with both clients and internal team members.
• High attention to detail and strong organisational abilities.
• Ability to prioritise and multi-task in an organized and efficient manner.
• Proficiency in Microsoft Office, especially Excel, Outlook, and Teams.
• Professional demeanor with strong work ethic and reliability.
• Ability to work effectively in a team-oriented environment.
• Confident and professional telephone manner.

• Previous experience in a law firm, customer service, retail, or hospitality environment.
• Previous experience with Salesforce and/or Proclaim as a Case Management software.
• Experience in dealing with client escalations.

At JLG, we believe that impactful work begins with passionate people. Joining our Manchester team means being part of an international firm that values integrity, innovation, and collaboration. You’ll gain hands‑on exposure to the legal proceedings, opportunities for professional development, and a chance to be part of a team that’s reshaping how consumer litigation is delivered.

Interested candidates should submit their CV and a brief cover letter to recruitment@johnsonlawgroup.co.uk, quoting Client Services Executive in the subject line.