Our client is looking for a Client Services Coordinator who 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, respond in a timely manner, and identify if we can assist them (Phone calls, Walk-in new clients, contact emails, website, new enquiries via all social media platforms, claims check and lawyer referrals.)
- Ensure all new clients have a first call resolution where possible.
- 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 with 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
- Identify gaps and 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.
- Prepare reports as requested by partners and management.
- Training
- Support in the training of the new client enquiry module to new and existing employees
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