Client Service Officer at CR Advocates LLP

Job Summary

• Reporting to Client Experience Manager, the Job holder will manage client communications, inquiries, interactions, feedback and brand champion- building and positioning the firm as the key to go to global business law firm in terms of service delivery.

Key Duties and Responsibilities

Client Interaction:

• Managing inbound/outbound calls, emails, website inquiries and in-person visits.
• Respond promptly and effectively to client inquiries, directing them to the appropriate legal teams as needed.
• Communicate effectively client service standards.
• Managing leads and client both virtual and physical appointments with respective Advocates.
• Analyze relevant data to determine client service outputs.
• Inputting data on internal systems and extracting weekly leads reports.

Administrative Support:

• Handle the intake process, ensuring client information is accurately recorded and filed.
• Maintain and update client records in the case management system, adhering to confidentiality protocols.
• Draft correspondence, documents, and other materials as directed.
• Assist in billing and invoicing, ensuring timely communication of fees and payment terms to prospects/clients.
• Ensure the necessary resources and tools are provided for quality client service delivery.
• Ensure accuracy of reporting and database information.

Coordination and Communication:

• Act as a liaison between clients, Client Experience Manager and legal team, ensuring clear and effective communication.
• Contribute to client service projects and initiatives.
• Liaise with Client Experience Manager to support and implement growth strategies.
• Brand Champion- building and positioning the firm as the key to go to firm.
• Identify and implement strategies to improve quality of service and productivity.

Problem Solving and Client Satisfaction:

• Review, track and resolve client complaints promptly and professionally.
• Implement and maintenance of agreed client service levels and standard through analysis of clients’ communication, feedback, and surveys to improve service delivery and satisfaction.

Compliance and Confidentiality:

• Ensure all client interactions and data handling comply with legal and ethical standards.
• Uphold strict confidentiality regarding client information in compliance with the applicable internal policies and Data Protection Act.
• Implement client service policies and procedures.

Qualifications & Experience

• Diploma in Business Administration, Marketing, Customer Service or related qualification, a degree would be an added advantage.
• 3 years’ experience in a similar position, managing client’s in-bound/out-bound calls, emails, website inquiries and feedback.
• Good understanding of the operations of a law firm.
• Knowledge and experience in client case management systems.
• Understanding of client service principles and practices in a law firm context.
• Knowledge and skills on relevant current technology trends and applications
• Experience in the use and management of social media platforms

Personal Attributes

• A customer-focused mindset with the ability to handle sensitive situations with discretion.
• Excellent interpersonal and communication skills.
• Excellent client services skills.
• A strong, service-oriented personality.
• An engaging and motivating personality.
• Fluency in written and spoken English.
• Good organizational skills with the ability to manage multiple tasks.