Client Services Coordinator  

Primary Purpose

The Client Service Coordinator will be acting as first point of contact for all new client enquiries, new clients reporting and providing exceptional level of client service.

Accountabilities & Tasks

• Client Service
  • Undertake all new client enquiries (Phone calls, Walk-in new clients, contact emails, website, new enquiries via all social media platforms, claims check and lawyer referrals.
  • Respond to all client enquiries in a timely manner, no later than the day of the enquiry.
  • Ability to stay on top of all enquirers who have not answered.
  • Ensure all new clients have a first call resolution where possible.
  • After identifying that we can assist the new client, efficiently aim to book the client in to speak to a lawyer within 1-3 days.
  • Book in the new client after discussing relevant questions, enter the client’s details into the system and enter each client into the report.
  • Provide a one-on-one client service that is tailored to each client.
  • Always ensure a high level of confidentiality.
  • Prepare new client packs with authorities to be ready for when the client has their face-to-face appointment
• Process monitoring and improvement
  • Support the enhancement of the new client enquiry module in Law Master when needed.
  • Collect and monitor client referral intelligence across all sites/departments.
  • Ensure the referral channel list is accurate and up to date to enable accurate tracking and return on investment statistics.
  • Prepare reports as requested by partners and management.
  • Actively communicate with the team to identify strengths and gaps of the new client enquiry process
• Training
  • Support in the training of the new client enquiry module to new and existing employees

Qualifications

• Relevant qualification in business or law, or currently studying

Specific Knowledge & Experience

• Extensive customer service experience in a professional/call centre environment ideal.
• Legal background and knowledge of personal injuries is preferred.
• Intermediate level skills in Microsoft Office including Word, Power Point and Excel
• Ability to use videoconferencing such as Zoom and Microsoft Teams.
• Knowledgeable in the use of databases or at least aptitude to learn and adopt new systems and technologies quickly.
• Ability to use scanning and printing equipment.

General Abilities & Attributes

The ideal candidate for the role must demonstrate exceptional resilience in navigating challenging and often emotional situations, to provide prospective clients with the support they need during a critical time in their lives.

Organisational skills/attention to detail

• Proven self-starter ability, operate diligently without direct supervision.
• Proven ability to work in a high paced environment.
• Demonstrated ability in producing quality documents and maintain records which are complete, concise and error free.
• Persistent in ensuring that every potential case is handled with thoroughness and care.

Client Service & Interpersonal Skills

• Proven ability to convey information politely and interact effectively with a range of stakeholders including professionals, colleagues, and clients.
• Ability to handle a range of client emotions: irate, angry, emotional with skill and care.
• Ability to stay composed and empathetic while managing the complexities of each inquiry.
• Sound personal resilience in the face of confronting situations.

Communication skills verbal and written

• Confidently conveys ideas and information in a clear way.
• Exceptional verbal and written communications and excellent phone manner/etiquette
• Adaptable and able to adjust communication approaches to suit diverse client needs and circumstances and varied backgrounds.

Time Management skills

• Exceptional personal time management, prioritising tasks
• Ability to remain calm under pressure, think quickly, multi-task and juggle competing priorities.

Judgement and problem solving

• Proven ability to maintain confidentiality and make appropriate judgements pertaining to sensitive information.
• Able to use initiative and solve problems/alternate solutions.