You will play a key role in ensuring clients receive a high standard of service and are supported with care, professionalism, and sensitivity throughout their bereavement enquiries.
Working closely with a dedicated Team Leader and a supportive team of Client Services Advisors, you will also liaise with case handlers and Solicitors to ensure each client matter is managed efficiently, accurately, and within agreed timeframes. Collaboration is central to this role, as the department works collectively to ensure all client enquiries are addressed promptly and professionally.
This position offers the opportunity for personal and professional development, including progression within the firm. No prior legal experience is required, although it would be advantageous. A background in customer service, particularly within a call-handling environment, is essential.
The role offers a hybrid working arrangement, with a minimum of three days per week based in the Glasgow office, following the successful completion of office-based training.
Key Attributes
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1+ year working in a customer service & call-handling environment
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Excellent communication and active listening skills
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Ability to build rapport quickly with others, particularly with people in distress
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Professional, confident & courteous phone manner
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Basic computing & IT skills (MS Office applications)
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Positive forward-thinking mind-set
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Genuine empathy and compassion for clients in difficult circumstances
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Commitment to achieving the best possible outcomes for clients
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Experience of sales, customer service and/or contact centres
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Experience working towards daily/monthly KPIs/targets
Desirable but not essential:
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Experience working in a law firm
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Experience working with HubSpot
Responsibilities
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To respond to inbound and outbound calls, emails, and web enquiries from bereaved clients and their families, handling each contact with care, patience, and compassion
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To generate quotations and ensure that prospective clients have an excellent experience as soon as they contact our firm
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Talking to clients sensitively and empathetically to understand their requirements and selecting services to suit
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Handling leads from multiple channels and controlling them through our leads management system
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Meeting Jones Whyte KPIs/Targets to support the wider needs of the business
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Adhering to and putting into practice all Jones Whyte policies and procedures in a professional and confidential manner
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Using initiative and incentives to promote referral opportunities and liaise with other departments within the business to identify and meet client needs
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Taking payments online and over the phone
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Producing contracts and managing e-sign processes
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Liaising throughout with our solicitors to ensure clients receive fast and accurate legal advice
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Providing an efficient, professional, and compassionate service to clients at all times
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Attending and contributing to weekly team meetings
Company Benefits & Perks
Jones Whyte is proud to have been recognised as the Scottish Top Employer of the Year at The Herald and s1jobs Top Employer Awards 2025. This award reflects our commitment to creating a workplace where people thrive one that values career development, wellbeing, inclusivity, innovation, and community impact. As a firm, were dedicated to fostering an environment where every team member feels supported, empowered, and part of something meaningful.
We offer:
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Competitive salary
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Monthly Commission
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26 days holiday plus 8 bank holidays.
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Holiday Loyalty Scheme: Up to 5 additional days
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Buy and Sell up to 3 holiday days each year
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Enhanced maternity and paternity benefits
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Wellbeing Support
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Salary Extras employee discounts on retailers, dining, travel & more
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Annual Company Day out
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Hybrid working and modern Glasgow office
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Birthday early finish and regular team events
