ABOUT NPS LAW
NPS Law is a respected and professional legal firm committed to delivering exceptional client service and expert legal guidance. We pride ourselves on maintaining the highest standards of professionalism, integrity, and client care. Our team works collaboratively to provide comprehensive legal solutions across conveyancing, and we are dedicated to creating a supportive and professional working environment.
ROLE OVERVIEW
The Customer Liaison Assistant is the vital first point of contact for NPS Law, serving as the professional face and voice of our firm. This role is essential to our operations, ensuring that all incoming calls are handled with professionalism and efficiency. The successful candidate will manage call distribution, relay information accurately to appropriate team members, and maintain seamless communication between clients and staff. This position requires exceptional customer service skills, a professional demeanor, and the ability to work effectively within a fast-paced legal environment.
KEY RESPONSIBILITIES
· Answer all incoming calls promptly and professionally, providing a courteous and helpful first impression
· Listen carefully to callers' requirements and direct them to the appropriate department, team member, or service
· Take accurate and detailed messages, ensuring all relevant information is captured and communicated promptly
· Manage call distribution and prioritization based on urgency and departmental needs
· Maintain comprehensive records and communication logs using firm systems and applications
· Utilize computer systems, practice management software, and office applications efficiently and accurately
· Provide administrative support to the wider team as required
· Ensure confidentiality and professionalism in all client interactions
· Contribute to a positive and collaborative team environment
REQUIRED SKILLS AND EXPERIENCE
· Excellent and professional telephone manner with the ability to communicate clearly and courteously
· Outstanding customer care and interpersonal skills with a genuine commitment to client satisfaction
· Proficiency with computer systems and office applications (Microsoft Office, email systems, etc.)
· Strong ability to multitask and prioritize effectively in a busy environment
· Excellent organizational skills with keen attention to detail
· Professional written and verbal communication skills
· Ability to remain calm and professional under pressure
· Reliable and punctual with a strong work ethic
DESIRABLE SKILLS AND EXPERIENCE
· Previous experience working in a legal or professional services environment
· Familiarity with practice management software or legal case management systems
· Additional language skills (particularly European languages)
· Experience in a customer-facing reception or administrative role
· Knowledge of legal terminology and procedures
PERSON SPECIFICATION
· Professional and courteous demeanor at all times
· Keen attention to detail with accuracy in message-taking and record-keeping
· Problem-solving mindset with the ability to handle queries and issues constructively
· Team player attitude with a collaborative approach to working with colleagues
· Reliability and dependability with consistent attendance and punctuality
· Discretion and professionalism in handling confidential information
· Positive attitude and willingness to learn and develop within the role
· Flexibility and adaptability to changing priorities and workloads
Pay: £25,000.00-£26,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
