Customer Service Assistant

Overview

KP Law Liverpool, England, United Kingdom

Role

Talent Acquisition Manager at KP Law | Legal Talent Specialist

As a Legal Assistant in our Client Service Team (CST) you will primarily be responsible for handling queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

Role Responsibilities

• Dealing with inbound client queries, primarily over the telephone but may also include email, website and social media enquiries.
• Providing updates to clients on the status of the case in a timely and accurate manner.
• Acting as a first point of resolution for client complaints and escalating through the appropriate channels where you are unable to resolve.
• Updating and maintaining client information, including notes from calls and other points of communication, in the relevant systems.
• Working closely with other members of the operational and legal teams to ensure seamless communication and client satisfaction.
• Participating in team meetings and contribute to process improvements related to client services.
• Working Patterns: 2 shifts Monday to Friday 9.00am – 5.30pm or 11.30am to 8.00pm, and 1-2 Saturday shifts per month.
• You will be required to travel to our Liverpool and Manchester Offices.

Person Specification

Experience

• Previous experience of working in a customer service role.
• Previous experience of providing client service via telephony, email, and social media channels to the public.
• Experience of using case management / CRM / client databases or systems (nice to have).

Skills

• Client-centric approach with the ability to understand different client needs and deliver the right solution.
• Exceptional verbal and written communication skills.
• Calm and patient under pressure with the ability to deal with difficult and sensitive situations in an appropriate manner.
• Highly organised with strong attention to detail.
• Able to work effectively as part of a team and under your own initiative.
• Continuous improvement mindset with a willingness to embrace change.
• Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced dynamic environment with consistently high levels of performance.
• Strong problem-solving skills – willing to think logically and provide solutions, even when dealing with issues which are novel.
• MS Office skills in Word, Outlook, PowerPoint and Excel.

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues. This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

Our Values

At KP Law, we pride ourselves on being a values-led law firm. Our Values:

Excellence in Everything

• We deliver high-quality work, ensuring accuracy, and attention to detail in everything we do.
• We seek continuing competence by embracing feedback, learning from our experiences and that of others, and developing our expertise.
• We hold ourselves and each other to account for upholding the highest professional standards, ensuring our clients receive exceptional service.

Together We Achieve More

• We collaborate openly, valuing and respecting diverse perspectives to achieve the best results.
• We support and trust one another, fostering an inclusive environment where everyone can contribute and thrive.
• We recognise that success is a team effort, sharing knowledge and celebrating each other’s achievements.

There’s Always a Way

• We approach challenges with a positive and proactive mindset, exploring creative and practical solutions.
• We take ownership of problems, staying committed and resilient until we achieve the best outcome.
• We embrace change and adaptability, seeing obstacles as opportunities to improve and innovate.

Our Benefits

• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash-back healthcare scheme
• Enhanced family friendly polices
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Administrative and Support Services