We are very proud of our Triage team who operate on the front line in managing initial contact with enquirers to take detailed accounts of their case, ready for review and an initial meeting with a member of the legal team. Our team is growing and we are looking to recruit a further individual to join us as a Triage Paralegal.
Having dealt with almost 8,000 enquiries over the last 8 years, our Triage team have heard and dealt with almost every situation imaginable. That said, nothing is taken for granted and our Triage Team are always there to listen and gather enough information from the enquirer to make deciding whether we can help possible.
Excellent communication and an empathetic approach is crucial to both enquirer and client satisfaction and the initial triage of cases by the team helps to streamline the service for our clients. The Triage team is responsible for taking decisions on the suitability of a case to be passed through to the legal team and this is done with support of senior lawyers within the firm where needed. They are also responsible for taking detailed accounts of the particular cases and requesting key information from potential clients to assist the legal team in bringing the clients on board and progressing their case.
As well as managing difficult and emotional situations, the Triage team are also integral to maintaining the strength of the relationships with our Referrers and a streamlined approach to the initial triage process is a key part of the success of the firm as a whole.
Legal knowledge is not required, although experience in a legal or bereavement support background would be an advantage. The role may suit a legal secretary or PA looking for a new challenge or someone joining from outside the legal sector eg social work/care, counselling.
Required Skills & Qualifications
Excellent verbal and written communication skills.
Strong interpersonal skills with a desire to help and support individuals looking for legal assistance in difficult circumstances.
Ability to interact professionally and build rapport with clients and colleagues.
Ability to interact in an empathetic and professional manner to enquirers who may be recently bereaved.
Strong organisational skills and attention to detail, particularly in taking notes of client or enquirer calls to support review by the legal team.
Ability to handle multiple tasks and prioritise efficiently to ensure that target response times are met (not just to maintain efficiency but also to ensure that potential clients are treated as a priority.
Ability to work effectively as a team even if you are based remotely. Collaboration and seeking guidance or input are an essential part of the role to properly manage enquiries and so we are looking for someone who is able to confidently judge when such support is required and be comfortable in seeking it out.
Competent in Microsoft Word, Outlook and other office software. Familiarity with the use of a Customer Relationship Management system would be an advantage to an applicant.
Maintain high levels of confidentiality over sensitive legal and personal information.
Be comfortable in performing some administrative tasks as required from time to time (eg. If office based, assist in post duties or assist the legal team in managing calendar appointments for new enquiries).
Job Types: Full-time, Permanent
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Private medical insurance
- Sick pay
- Work from home
Work Location: Hybrid remote in Harrogate HG1 1HS
