Call Center Representative

Job Title

Call Handler

Location

Central Manchester

Job Type

Permanent, Full-Time 37.5 hours per week (WORK FROM OFFICE)

Shift Pattern

9.00am to 5.30pm

About Us

Tuckers Solicitors a leading criminal defence firm. Established in 1980, we have a nationwide team of experienced lawyers providing immediate and expert support. Our team is highly experienced in successfully defending clients across the full range of criminal offences, with specialist expertise in a number of areas.

Renowned and recommended by The Legal 500 and Spears 500, Tuckers Solicitors has a history of delivering top-tier legal services. Our team has earned numerous awards, including - Legal Aid Lawyer of the Year, Justice Human Rights Lawyer of the Year and The Law Society's Solicitor of the Year Award.

While we are a mature business, we are currently undergoing an exciting period of transformation and growth, which gives us the dynamic energy of a start-up.

Job Summary

The key purpose of this role is call handling and to work with the paralegal team to streamline and triage the heavy volume of calls we receive to ensure efficient and streamlined client care.

You will rotate with other staff on front-of-house presence for the Manchester office, greeting clients and giving them the best first impression of the firm. An excellent command of English and I.T literacy is essential to perform this job.

As a Call Handler, you will be part of a reception and call handling team, effectively dealing with a large volume of calls that come into the firm daily. Additionally, you will provide administrative support to other departments within the firm, including the operational management team, where required. Emphasizing client care, you will be the voice and face of the firm and the first impression that clients have of Tuckers Solicitors. This role is also integral in winning new clients and increasing instructions.

Key Responsibilities

Client Greeting: Welcome clients in the Manchester office and direct them to the relevant departments as needed.

Call Handling: Answer incoming calls promptly and courteously, referring them to the appropriate team or person.

Information Management: Accurately record client details and case information into the firm’s database, ensuring all records are kept up to date.

Message Handling: Take detailed messages and ensure they are passed on to the relevant team members in a timely manner.

Query Resolution: Address client queries and concerns, providing information and guidance on the firm’s services and processes.

Emergency Handling: Identify and prioritize urgent calls, ensuring they are handled swiftly and appropriately.

Follow-Up: Conduct follow-up calls to clients as needed to provide updates or gather additional information

Confidentiality: Maintain confidentiality of all client information and adhere to the firm’s data protection policies.

Office Management: Assist with opening and closing the Manchester office as needed.

Administrative Support: Provide administrative support to other departments within the firm as required.

Mail Handling: Assist with the opening, sorting, and scanning of incoming post, and sending outgoing post for the office.

Payment Handling: Use the card payment system to take payments from clients both in person and over the phone.

Health and Safety: Assist with health and safety procedures, reporting any issues to the relevant manager.

Efficiency Improvement: Contribute to best practices and procedural changes to maximize team efficiency.

Additional Duties: Undertake other duties within the scope of the role as requested by the Managing Partner or Central Services Manager.

Person Specification

Client Interaction: Experience in dealing with clients professionally, ideally within a similarly regulated environment.

Confidentiality: Ability to handle sensitive and confidential information appropriately.

Communication Skills: Clear and concise oral and written communication skills.

Professional Presence: Welcoming, friendly, and approachable front-of-house presence.

Telephone Skills: Excellent telephone manner, capable of processing a large volume of calls quickly, effectively, and accurately.

Attention to Detail: High level of attention to detail.

Technical Skills: IT literate, proficient in using Microsoft Office software, and able to learn new applications quickly.

Organizational Skills: Ability to organize and prioritize workloads effectively.

Teamwork: Ability to build good relationships and work cooperatively with others.

Calm Under Pressure: Calm and considered approach, able to work under pressure with a ‘can do’ attitude.

Self-Motivation: Conscientious, self-motivated, with a responsible attitude.Punctuality: Excellent timekeeping and organizational skills.

Integrity: Honest and trustworthy.

Initiative: Ability to use own initiative to promote other parts of the firm where appropriate.

Reliability: Must demonstrate reliability.

Adaptability: Flexible and adaptable.

Professional Appearance: Maintain a professional appearance.

Training: Willing to undertake any required training.

Collaboration: Ability to work effectively alongside teammates.

What We Offer

Opportunity to work in a dynamic and evolving business environment

Career growth and development opportunities

A supportive and collaborative work culture

How To Apply

If you are a motivated and experienced professional looking to make a meaningful impact in a thriving law firm, we want to hear from you.

Equal Opportunities

Tuckers Solicitors is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us

Join us on our journey of transformation and be a part of a team that values excellence, collaboration, and innovation.