New Client Service Advisor at Quality Solicitors

As the first point of contact you will need to ensure a successful, straightforward, smooth-running experience for the customer from start to finish. The role involves delivering excellent customer service by assisting customers with their initial enquiries to establish the law type and relevant Partner firm in which to refer. You will handle incoming enquiries through a number of sources and channels, obtain and evaluate all relevant information to deliver leads to Partner firms as well as following up with the customers to confirm quality assurance and customer satisfaction.

Key client activities

  • To answer large amounts of incoming customer enquiries and provide advice effectively and efficiently within the prescribed process and timescales
  • Provide accurate, valid and complete information by using the right methods/tools
  • Sign post customers to other sources of advice
  • Assist in the task of surveying customer to ensure high levels of customer satisfaction and the continuous improvement of the service

Additional Key Activities

  • Applying best practice, procedures and processes on a daily basis. Ensuring you adhere to any statutory requirements, alongside any contractual SLA’s. This will include health and safety at work, plus to observe and continually promote equal opportunities and customer care. 
  • From time to time assist with administration duties


Knowledge and qualifications


  • Educated to a good overall standard (minimum GCSE Maths and English or equivalent)
  • Customer orientation and ability to adapt/respond to different types of characters
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Recording information accurately and concisely
  • Good  communication skills - verbal and written


  • Relationship building – team player
  • Self motivated – be able to complete tasks on your own if need be
  • Use of different communication channels telephone, email and live chat



  • Good communication
  • Time management
  • Ability to work on own and in team


  • Understanding of the UK Legal system


What you’ll get in return

  • 22 days holiday + option to purchase another 5
  • BUPA
  • Medicash
  • Life assurance x3
  • Pension
  • Employee benefit trust
Apply now

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