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For Companies At a Glance
- Tasks: Handle calls and provide admin support while ensuring excellent client care.
- Company: Join Tuckers Solicitors, a top criminal defense firm with a rich history and award-winning team.
- Benefits: Enjoy career growth, a supportive culture, and the excitement of a transforming business.
- Why this job: Be the voice of the firm, making a real impact on client experiences in a dynamic environment.
- Qualifications: Strong communication skills, IT literacy, and a professional demeanor are essential.
- Other info: This is a full-time office role in Central Manchester with opportunities for personal development.
The predicted salary is between 24000 - 36000 £ per year.
Job Title
Call Handler
Location
Central Manchester
Job Type
Permanent, Full-Time 37.5 hours per week (WORK FROM OFFICE)
Shift Pattern
9.00am to 5.30pm
About Us
Tuckers Solicitors a leading criminal defence firm. Established in 1980, we have a nationwide team of experienced lawyers providing immediate and expert support. Our team is highly experienced in successfully defending clients across the full range of criminal offences, with specialist expertise in a number of areas.
Renowned and recommended by The Legal 500 and Spears 500, Tuckers Solicitors has a history of delivering top-tier legal services. Our team has earned numerous awards, including – Legal Aid Lawyer of the Year, Justice Human Rights Lawyer of the Year and The Law Society\’s Solicitor of the Year Award.
While we are a mature business, we are currently undergoing an exciting period of transformation and growth, which gives us the dynamic energy of a start-up.
Job Summary
The key purpose of this role is call handling and to work with the paralegal team to streamline and triage the heavy volume of calls we receive to ensure efficient and streamlined client care.
You will rotate with other staff on front-of-house presence for the Manchester office, greeting clients and giving them the best first impression of the firm. An excellent command of English and I.T literacy is essential to perform this job.
As a Call Handler, you will be part of a reception and call handling team, effectively dealing with a large volume of calls that come into the firm daily. Additionally, you will provide administrative support to other departments within the firm, including the operational management team, where required. Emphasizing client care, you will be the voice and face of the firm and the first impression that clients have of Tuckers Solicitors. This role is also integral in winning new clients and increasing instructions.
Key Responsibilities
Client Greeting: Welcome clients in the Manchester office and direct them to the relevant departments as needed.
Call Handling: Answer incoming calls promptly and courteously, referring them to the appropriate team or person.
Information Management: Accurately record client details and case information into the firm’s database, ensuring all records are kept up to date.
Message Handling: Take detailed messages and ensure they are passed on to the relevant team members in a timely manner.
Query Resolution: Address client queries and concerns, providing information and guidance on the firm’s services and processes.
Emergency Handling: Identify and prioritize urgent calls, ensuring they are handled swiftly and appropriately.
Follow-Up: Conduct follow-up calls to clients as needed to provide updates or gather additional information
Confidentiality: Maintain confidentiality of all client information and adhere to the firm’s data protection policies.
Office Management: Assist with opening and closing the Manchester office as needed.
Administrative Support: Provide administrative support to other departments within the firm as required.
Mail Handling: Assist with the opening, sorting, and scanning of incoming post, and sending outgoing post for the office.
Payment Handling: Use the card payment system to take payments from clients both in person and over the phone.
Health and Safety: Assist with health and safety procedures, reporting any issues to the relevant manager.
Efficiency Improvement: Contribute to best practices and procedural changes to maximize team efficiency.
Additional Duties: Undertake other duties within the scope of the role as requested by the Managing Partner or Central Services Manager.
Person Specification
Client Interaction: Experience in dealing with clients professionally, ideally within a similarly regulated environment.
Confidentiality: Ability to handle sensitive and confidential information appropriately.
Communication Skills: Clear and concise oral and written communication skills.
Professional Presence: Welcoming, friendly, and approachable front-of-house presence.
Telephone Skills: Excellent telephone manner, capable of processing a large volume of calls quickly, effectively, and accurately.
Attention to Detail: High level of attention to detail.
Technical Skills: IT literate, proficient in using Microsoft Office software, and able to learn new applications quickly.
Organizational Skills: Ability to organize and prioritize workloads effectively.
Teamwork: Ability to build good relationships and work cooperatively with others.
Calm Under Pressure: Calm and considered approach, able to work under pressure with a ‘can do’ attitude.
Self-Motivation: Conscientious, self-motivated, with a responsible attitude.Punctuality: Excellent timekeeping and organizational skills.
Integrity: Honest and trustworthy.
Initiative: Ability to use own initiative to promote other parts of the firm where appropriate.
Reliability: Must demonstrate reliability.
Adaptability: Flexible and adaptable.
Professional Appearance: Maintain a professional appearance.
Training: Willing to undertake any required training.
Collaboration: Ability to work effectively alongside teammates.
What We Offer
Opportunity to work in a dynamic and evolving business environment
Career growth and development opportunities
A supportive and collaborative work culture
How To Apply
If you are a motivated and experienced professional looking to make a meaningful impact in a thriving law firm, we want to hear from you.
Equal Opportunities
Tuckers Solicitors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Join Us
Join us on our journey of transformation and be a part of a team that values excellence, collaboration, and innovation.
Note to recruitment agencies: We are recruiting direct for this role and will not be using agencies.
Call Handler and Admin Associate employer: Tuckers Solicitors
Contact Detail:
Tuckers Solicitors Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Handler and Admin Associate
✨Tip Number 1
Familiarize yourself with the legal sector, especially criminal defense. Understanding the basics of legal terminology and processes will help you communicate effectively with clients and colleagues.
✨Tip Number 2
Practice your call handling skills. Since this role involves managing a high volume of calls, consider role-playing scenarios with friends or family to improve your telephone manner and response time.
✨Tip Number 3
Showcase your IT skills during the interview. Be prepared to discuss your experience with Microsoft Office and any other relevant software, as being tech-savvy is crucial for this position.
✨Tip Number 4
Demonstrate your client care approach. Think of examples from your past experiences where you successfully handled client queries or concerns, as this will highlight your suitability for the role.
We think you need these skills to ace Call Handler and Admin Associate
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Call Handler and Admin Associate position. Tailor your application to highlight relevant experience in call handling and client interaction.
Highlight Communication Skills: Since excellent communication skills are essential for this role, emphasize your ability to communicate clearly and effectively in both written and verbal forms. Provide examples from previous experiences where you successfully managed client interactions.
Showcase IT Proficiency: Mention your proficiency with Microsoft Office and any other relevant software. If you have experience with databases or call handling systems, be sure to include that as well, as it demonstrates your technical skills.
Demonstrate Client Care Experience: Provide specific examples of how you've handled client queries or concerns in the past. Highlight your ability to maintain confidentiality and handle sensitive information, as these are crucial aspects of the role.
How to prepare for a job interview at Tuckers Solicitors
✨Showcase Your Communication Skills
As a Call Handler, you'll need to demonstrate excellent communication skills. Practice clear and concise responses to common interview questions, and be prepared to discuss how you handle client interactions, especially in high-pressure situations.
✨Highlight Your IT Proficiency
Since the role requires strong IT literacy, make sure to mention your experience with Microsoft Office and any other relevant software. Be ready to provide examples of how you've used technology to improve efficiency in previous roles.
✨Emphasize Client Care Experience
Tuckers Solicitors values client care highly. Prepare to share specific examples from your past work where you successfully managed client queries or concerns, showcasing your ability to maintain professionalism and confidentiality.
✨Demonstrate Teamwork and Adaptability
The firm is looking for someone who can work well within a team and adapt to changing situations. Be ready to discuss instances where you've collaborated with colleagues or adapted to new processes, highlighting your flexibility and reliability.
