Ampa - Legal & Professional Services

Client Services Representative

• 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).

Client Service Executive