Client Care Team Member

Salary: £22,932 per annum

Location: Southport / Hybrid (after initial training period in the office)

We welcome applications for this role; however, interviews will resume in the new year.

Fletchers Solicitors Ltd has a fantastic opportunity to join our growing Client Care Team. The successful candidate will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent client service. They will be responsible for ensuring the best client journey through the stages of a medical negligence case.

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays; option to purchase up to 3 extra days per year (e.g., long service award after 5th, 7th, 9th full years)
• Pension scheme with tax‑efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work‑life balance
• Varied calendar of funded company social events (check out Fletchers Group on Linked In)
• Monthly voucher awards for winning nominees

• Communicating with clients daily, managing and developing relationships via phone, email & client portal.
• Promote and sign clients up the client portal app.
• Hit KPI/SLA on a monthly basis.
• Liaise with external companies to ensure files progress correctly and efficiently.
• Assist the Client Care Manager with reporting weekly or as requested.
• Serve as an independent voice, ensuring constant communication between the client team and other teams and that the client is regularly updated of case progression and developments.
• Perform s; work with the Compliance Team if further information is needed.
• Thoroughly review files to ensure excellent client service.
• Engage with immediate and wider teams to share client service advice/assistance.
• Proactively respond and resolve client service enquiries from team members and clients.
• Identify and solve problems.
• Provide training with the Manager of Client Care as and when required.
• Manage own task list.

• Excellent client service skills
• Good organisational skills
• Customer service experience
• Ability to work as part of a team
• Excellent attention to detail
• Excellent communication skills and telephone manner

• Ability to use Microsoft packages and Proclaim

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Solicitors

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North‑West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton and Cambridge.

Many colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work‑life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression.

Fletchers Group is an inclusive employer with a diverse workforce. We welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive.