customer relations Isleworth, England
Job description
Forbes Solicitors are looking for a New Business Executive/Customer Servicer Advisor. This is a full-time role working 36.25 hours per week, Monday – Friday, 9am to 5pm, with the option for hybrid working available.
The New Business Unit focuses on providing potential new clients with informed and professional responses to new enquiries by telephone and e-mail. The department’s primary focus is to build trust and have empathy with all clients, in order to provide a professional service, based on the clients’ individual circumstances, with the aim of building a long-lasting relationship with every client.
The purpose of this role is to respond quickly and efficiently to all incoming enquiries, to assess the needs of the potential client and subsequently establish if Forbes are able to assist. To quote for legal services and maximise the conversion rate from new enquiries into new business for the Firm.
The role will be responsible for delivering successful outcomes such as:
- To respond to incoming enquiries from potential clients;
- To make comprehensive and accurate notes of the nature and background of the enquiry, to include asking questions to understand the requirements of the client;
- Answer questions from potential clients with accuracy and confidence;
- To assess if Forbes are able to provide legal assistance and if so, to convert the enquiry into new business for the firm;
- To gain and maintain excellent knowledge of the legal services offered by Forbes;
- To quote, if applicable, for the legal services to be provided;
- To convert as many new enquiries as possible into new business;
- To proactively cross-sell when appropriate for the clients’ needs;
- Have the ability to build rapport and trust with potential clients;
- To maintain the highest of client care standards;
- To take responsibility for your own performance;
Organisation
Forbes Solicitors offer the full range of legal services to individuals, commercial clients, and a number of specialist sectors where we excel nationally. We have offices across the North, but our roots are firmly based in Lancashire. Our clients tell us that we stand out from other firms. We are real people who are passionate about getting the best results. Working together and listening to our clients, we provide genuine and practical advice.
We are looking for someone who displays our values; specifically someone who can excel, is engaged, is a real person, displays fairness in all they do and has a one team ethic.
Benefits
We are committed to being a supportive organisation that keeps focus on our people and therefore we offer a range of additional benefits including:
- Competitive Salary, plus performance related enhancements;
- 33 Days Annual Leave, including bank holidays;
- Annual Leave Purchase Scheme (Subject to T&Cs);
- A day off for your Birthday;
- Ongoing Training and Development;
- Progression Opportunities;
- Company Pension;
- Service Awards;
- Health Care Benefits (Health Cash Back Plan and Mental Health Counselling Services);
- BUPA (Solicitor Positions Only, for self, not dependents);
- Other Employee Discounts;
- Recruitment and Legal Department Referrals (Subject to T&C’s);
- Annual Events.
Applying
If you are interested in this role specifically or just working at Forbes Solicitors, please do head to our website to learn more about us.
We will be progressing applicants to the next stage based on applications demonstrating the following knowledge, experience, and skills:
- Proven experience of working in an informative customer service role;
- Proven track record of converting potential business into sales;
- Have the ability to build rapport and trust with clients;
- Excellent verbal and written communication skills including strong listening skills and ability to understand and articulate customer query or need;
- Experience of verbalising features and benefits of a service;
- Ability to develop excellent relationships with clients;
- Excellent customer service skills;
- Strong attention to detail and accurate, detailed recording of information;
- Ability to multi-task to meet targets and deadlines.
Forbes is an equal opportunities and disability confident employer and accredited to Investors in People and ISO 9001 quality management systems. We support the principle of equal opportunities in relation to any opportunities which we might provide through the engagement of employees; the provision of services to clients; and the appointment and engagement of suppliers. We are committed, wherever practicable, to maintaining a workforce which broadly reflects the local community in which we operate.
Due to the large number of applications we receive for each vacancy we will only be able to contact you if you have been successful in your application. If you have not heard from us within 2 weeks of the closing date, you will unfortunately not have been shortlisted for the post.
Job Type: Full-time
Experience:
- Customer service: 1 year (preferred)
Ability to Commute:
- Isleworth (preferred)
Ability to Relocate:
- Isleworth: Relocate before starting work (preferred)
Work Location: In person
