As one of the UK’s leading law firms, we’re here for the people and businesses who rely on us at life’s important moments - made possible by our colleagues who bring the expertise, judgement and care that makes the difference.
Our colleagues bring Irwin Mitchell to life every day, so it matters that you feel valued from the very first day and are trusted with the responsibility, in the right culture, to do the best work of your careers. Everyone’s path here is different, but we share a desire to help our business make a real impact.
Where possible we will support our colleagues to work in a way that works for them, for us and most importantly our clients. Please speak to a member of our Recruitment and Onboarding team for more information.
Your Role and What You'll Be Doing
As a Client Experience Expert, you’ll be the first point of contact for our clients, ensuring excellent service in every interaction, whether with clients or colleagues, across all communication channels managed by the Contact team. You’ll join a small team within a department of around 30-60 colleagues. You’ll handle a diverse range of calls, you’ll take ownership of each query, offering guidance and support throughout the process.
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Handle internal and external client calls and digital enquiries across all areas of the firm, whilst upholding Irwin Mitchell’s values and ethics.
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Maintain confidentially and comply with Data Protection regulations in all communications.
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Rotate across departments within the Contact team based on client demand.
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Assist clients obtaining the necessary support, either directly or by directing them to the appropriate area of the firm.
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Update client records in computer databases with meticulous attention to detail, ensuring data accuracy.
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Take ownership of the client experience, prioritising the client in all interactions, and escalating any concerns to the Client Experience Leader when necessary.
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Maximising availability to ensure timely responses to all client queries.
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Adhere to all firm policies and procedures and effectively carry out all reasonable instructions.
About You
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Experience delivering high-quality customer service in a customer-facing, client-facing or service-based environment.
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Strong verbal and written communication skills, with the ability to adapt communication to different audiences.
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Ability to handle sensitive, challenging or emotionally difficult conversations in a professional and empathetic manner.
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Good IT skills, including experience using computer systems and Microsoft Office applications.
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Ability to manage multiple enquiries, prioritise workload and maintain accuracy when updating records and handling data.
Desirable:
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Previous experience working in a contact centre, call centre or high-volume enquiry environment.
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Experience working with confidential or sensitive information and applying data protection principles.
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Experience using customer relationship management (CRM) systems or case management systems.
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Experience supporting clients across multiple communication channels, such as telephone, email, webchat or digital enquiries
Our Benefits - What We Can Offer You
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25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
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Generous and flexible pension schemes.
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Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
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Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!
Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.
Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.
Additional Information
As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.
We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.
The employment screening process will fully comply with Data Protection and other applicable laws.
Irwin Mitchell LLP is an equal opportunity employer.
