Director, Client Services, Medical Affairs
IQVIA
Client Service Executive
Ampa - Legal & Professional Services
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Support the New Enquiries Team by triaging new enquiries received via telephone, email, live chat and website.
- Respond to enquiries within the firm’s Service Level Agreement (SLA).
- Provide fee estimates for agreed work types and refer specialist enquiries to appropriate legal departments.
- Accurately record and update enquirer information, work type, requirements, and fee details; create 'Opportunities' in Peppermint.
- Follow up on enquiries with potential clients through to conclusion and communicate with legal departments to request updates and record outcomes.
- Assist the Switchboard Team by handling incoming telephone calls promptly, courteously and efficiently, directing them to the correct team or individual, taking accurate messages, and maintaining a log of calls.
- Engage with clients via the live chat service and identify any signs of client dissatisfaction to resolve or escalate as appropriate.
- Liaise with departments regarding non-matter enquiries (e.g., Will/Deed searches, file copy requests, office-related queries).
- Play a key role in ensuring clients and potential clients receive a seamless and positive experience from their very first interaction with the firm; report to Head of Client Contact; based at Lewes office and at home (Hybrid).
Requirements
- Previous administrative experience in an office environment (essential).
- Proficiency in Microsoft Office (Word and Outlook essential; Excel desirable).
- Clear and professional communication skills, both written and verbal.
- Strong organisational skills with excellent accuracy and attention to detail.
- Good spoken and written English (essential).
- Relevant administrative qualification or equivalent experience (desirable).
- Awareness of data protection legislation and requirements (essential).
