Switchboard Operator/New Client Advisor

Switchboard Operator/New Client Advisor
Location: Birmingham

The Role:
Thriving in a fast-paced, dynamic, and growing business, the role focuses on delivering exceptional customer service when handling incoming calls and requests. The position also involves supporting interactions with internal and external clients, as well as welcoming visitors, ensuring a positive first impression and always upholding a professional image.


Key Responsibilities:


Primary Role: Switchboard

• Handle a high volume of incoming calls with efficiency and professionalism.
• Answer all calls promptly, politely, and in accordance with customer service guidelines.
• Assess new client enquiries against relevant vetting criteria.
• Transfer calls to the appropriate colleague or department.
• Maintain and update the customer complaints/issues log for calls received.
• Represent the business as an ambassador, ensuring an excellent customer experience.
• Record details accurately in the company’s electronic case management system in a message-taking capacity only.

Secondary Role: New Client Advisor

• Input new client matters into the relevant case management systems.
• Manage task lists related to new client onboarding and case preparation for handover to fee earners and solicitors.
• Draft and process client retainer documents.
• Open files and perform associated duties, including conflict checks and AML searches.
• Carry out general administrative duties associated with new client onboarding.

Front of House

• Welcome all visitors with a professional, customer-focused approach.
• Book in clients and promptly inform the relevant colleague.
• Manage and maintain the room booking system.
• Prepare meeting rooms, including providing refreshments and setting up IT equipment for meetings, training sessions, and recruitment events.
• Order stationery, conduct stock checks, and replenish supplies as needed.
• Contribute to office floor checks to ensure a well-presented and fully stocked environment.

Post Room

• Coordinate a high volume of incoming and outgoing post.
• Follow defined processes and operate bespoke mail-handling equipment.
• Handle private and confidential correspondence in line with company policy.
• Work to strict deadlines, understanding the impact of timely outputs on the business.
• Manage sensitive legal information with discretion.
• Use a range of resources for collating information, including scanning, photocopying, and faxing.

General Duties

• Work towards demanding targets and deadlines.
• Assist the Head of New Business in maintaining an effective working environment.
• Provide general administrative support to the business, including trial bundle preparation.
• Travel to other offices as required by business needs.

Compliance

• Complete conflict checks across all business brands.
• Conduct Anti-Money Laundering (AML) searches as required.

 
£23,000 9am-5pm (35 hours a week)


The individual
We’re looking for people who have:

•  Excellent telephone etiquette and confident communication skills.
• Previous experience in a similar role (advantageous but not essential
• Proven ability to deliver exceptional customer service.
• Strong organisational and interpersonal abilities.
• Clear and effective written and verbal communication skills.
• High level of attention to detail.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Strong team player with a positive, people-focused attitude.
• Flexible and adaptable, with the ability to work in a process-driven environment.
• Familiarity with scanning facilities (an advantage).
• GCSE Maths and English at grade C or above (or equivalent qualification).

 
 
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