Full job descriptionOur client, a niche city based firm are looking for a commercial and client focused professional to take ownership of the firm’s new enquiry and client intake function. This person will take on an extremely valuable role in the firm as the first point of contact for prospective clients and playing a central part in converting high quality inbound enquiries into new instructions.
The successful candidate will manage the full lifecycle of new enquiries, from initial contact through to onboarding, ensuring a responsive, professional and reassuring experience for clients who are often dealing with complex and time sensitive legal issues. The role requires a confident communicator with a strong telephone manner, capable of building trust quickly while gathering key information and assessing the nature and urgency of each enquiry.
Working closely with fee earners and the Head of Marketing and Business Development, you will take responsibility for ensuring that all enquiries are progressed efficiently, followed up appropriately and converted wherever possible. You will also play a key role in refining and improving the firm’s intake processes, using CRM data and performance insights to support continuous improvement in response times, conversion rates and overall client experience.
This is an excellent opportunity for an individual who enjoys working at the intersection of client service and business development, and who is motivated by contributing directly to the growth of the firm through effective handling and conversion of new business opportunities.
Principal Tasks and Responsibilities:
*Managing and converting inbound enquiries, acting as the first point of contact for all new enquiries, responding promptly, building rapport and progressing matters through to instruction.
*Assessing the nature, urgency and suitability of incoming enquiries, identifying high priority matters and ensuring these are escalated and progressed without delay.
*Owning the client onboarding process, ensuring new clients experience a smooth, professional and efficient journey from initial enquiry through to formal engagement.
*Managing the enquiry pipeline and supporting fee earners with follow up, ensuring all opportunities are progressed in a timely manner and no enquiries are lost.
*Tracking and reporting on work referrals inbound and outbound, supporting the development of key referral relationships.
*Managing the file closing process, gathering client feedback and identifying opportunities for repeat instructions and referrals.
*Working with the Head of Marketing and Business Development to develop and refine the client development and enquiry handling process, identifying opportunities to improve efficiency, client experience and conversion rates.
Salary range is £30,000 - £35,000 per annum pro rata plus discretionary bonus scheme based on firm’s performance
Hybrid working - 3 days a week in the office