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- Tasks: Support clients with Trusts and Family matters, guiding them through processes and booking appointments.
- Company: Join Jones Whyte, recognised as Scottish Top Employer of the Year for 2025.
- Benefits: Enjoy a hybrid work model, competitive salary, and comprehensive training.
- Why this job: Make a real difference by helping clients navigate important legal matters with empathy.
- Qualifications: Experience in client service or advisory roles, excellent communication skills, and a client-focused mindset.
- Other info: Dynamic team environment with opportunities for career growth and personal development.
The predicted salary is between 30000 - 40000 £ per year.
Place of Work: Glasgow, City Centre (Hybrid – 3 days office / 2 days home after training)
Contract Type: Permanent, Full-time (35 hours)
Working Hours: Monday – Friday, 9am – 5pm
Jones Whyte is proud to have been recognised as Scottish Top Employer of the Year at The Herald and s1jobs Top Employer Awards 2025. This award reflects our commitment to creating a workplace where people thrive, one that values career development, wellbeing, inclusivity, innovation, and community impact.
As we continue to grow, we are looking for a Client Service Advisor to join our Client Services department. There are two roles available, one within the Family and the other within the Private Client. This is an exciting opportunity for someone who enjoys building relationships with clients, delivering exceptional service, and working in a supportive, high-performing team environment.
The Role
At Jones Whyte, we provide clear, personalised legal advice to help our clients protect what matters most. We are seeking two Client Service Advisors; one to support clients with the annual review of their Trusts and another to handle all Family enquiries, acting as a key point of contact throughout the process. In these roles, you will guide clients through the Trust review or Family process; helping them understand the process and assisting them in booking appointments with our legal team. You will act as the link between our legal experts and the clients who rely on us for trusted advice. This is a client-facing, predominantly phone-based role suited to someone who is confident engaging with clients, able to build rapport, and comfortable working in a regulated legal environment whilst empathising with clients at what can be a difficult time in their life.
The role also includes a performance element, with success measured through both service quality and achievement of agreed activity targets, such as client contact levels, appointments booked, and Trust review conversions. Full training, structured onboarding, scripts, and ongoing support will be provided to help you succeed while maintaining a high-quality client experience. After completing initial office-based training, the role will move to a hybrid working model (3 days in the office, 2 days from home).
Key Responsibilities
- Act as the first point of contact for clients with existing Trusts or Family matters
- Proactively contact clients to discuss their matter and arrange appointments
- Build rapport with clients while clearly explaining the importance of keeping Trust arrangements up to date
- Promote services and identify opportunities to support clients with related services where appropriate
- Work towards agreed contact, booking, and conversion targets while maintaining excellent service standards
- Maintain accurate client records within the case management system
- Respond to client queries in a professional, clear, and empathetic manner, often discussing sensitive family or financial matters
- Record activity and outcomes accurately to support reporting and performance tracking
- Collaborate with the Legal Team to ensure a smooth handover of clients into the review process
About You
We are looking for someone who is client-focused, organised, and confident communicating with clients.
Essential:
- Previous experience in a client service, legal support, professional services, or target-driven advisory role
- Experience working in a fast-paced contact centre or phone-based environment, with a track record of achieving targets
- Excellent communication skills with the ability to explain complex information clearly
- Comfortable working towards individual and team performance targets
- Strong organisational and administrative skills with excellent attention to detail
- Ability to manage multiple tasks and prioritise effectively
- A professional, empathetic, and patient approach when assisting clients
- Confident using CRM systems, case management systems, and Microsoft Office
- Understanding of client confidentiality and data protection
Desirable (but not essential):
- Experience or interest in Trusts, Estate Planning, Wills, Private Client or Family work
- Experience working in a regulated environment (legal, financial services, or similar)
Company Benefits
Client Services Advisor employer: Jones Whyte
Contact Detail:
Jones Whyte Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Advisor
✨Tip Number 1
Get to know the company inside out! Research Jones Whyte, their values, and what makes them tick. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since this role is predominantly phone-based, make sure you're comfortable chatting with clients. Role-play with a friend or family member to build your confidence and refine your communication style.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that Client Services Advisor role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at Jones Whyte. Don’t miss out on this opportunity!
We think you need these skills to ace Client Services Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Services Advisor role. Highlight your relevant experience in client service and any specific skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and maybe even share an example of how you've successfully communicated complex information in the past.
Emphasise Your Empathy: This position requires a professional and empathetic approach when dealing with clients, especially during sensitive situations. Make sure to mention any experiences where you've shown empathy and understanding in a client-facing role. We love to see that human touch!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team at Jones Whyte!
How to prepare for a job interview at Jones Whyte
✨Know the Company Inside Out
Before your interview, take some time to research Jones Whyte. Understand their values, recent achievements, and what makes them a top employer. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Practice Your Client Interaction Skills
Since this role is client-facing, practice how you would engage with clients over the phone. Role-play scenarios where you explain complex information clearly and empathetically. This will help you feel more confident during the actual interview.
✨Prepare for Performance-Based Questions
Expect questions about how you've met targets in previous roles. Think of specific examples where you achieved goals or improved client satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Organisational Skills
Be ready to discuss how you manage multiple tasks and prioritise effectively. Share examples from past experiences where your organisational skills made a difference, especially in a fast-paced environment. This will demonstrate that you're well-suited for the role.