Customer Service Assistant

The Role

As a Legal Assistant in our Client Service Team (CST) you will primarily be responsible for handling queries from a broad range of clients, ensuring a high level of service and a positive experience of KP Law.

• Dealing with inbound client queries, primarily over the telephone but may also include email, website and social media enquiries.
• Providing updates to clients on the status of the case in a timely and accurate manner.
• Acting as a first point of resolution for client complaints and escalating through the appropriate channels when unable to resolve.
• Updating and maintaining client information, including notes from calls and other points of communication, in the relevant systems.
• Working closely with other members of the operational and legal teams to ensure seamless communication and client satisfaction.
• Participating in team meetings and contributing to process improvements related to client services.
• Working patterns: 2 shifts Monday to Friday 9.00am – 5.30pm or 11.30am to 8.00pm and 1-2 Saturday shifts per month.
• Required to travel to our Liverpool and Manchester offices.

Experience

• Previous experience of working in a customer service role.
• Previous experience of providing client service via telephony, email, and social media channels to the public.
• Experience of using case management / CRM / client databases or systems (nice to have).

Skills

• Client‑centric approach with the ability to understand different client needs and deliver the right solution.
• Exceptional verbal and written communication skills.
• Calm and patient under pressure with the ability to deal with difficult and sensitive situations in an appropriate manner.
• Highly organised with strong attention to detail.
• Able to work effectively as part of a team and under your own initiative.
• Continuous improvement mindset with a willingness to embrace change.
• Highly self‑motivated with the ability to meet multiple, tight deadlines in a fast‑paced dynamic environment with consistently high levels of performance.
• Strong problem‑solving skills – willing to think logically and provide solutions, even when dealing with issues which are novel.
• MS Office skills in Word, Outlook, PowerPoint and Excel.

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well‑being. This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs.

• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash‑back healthcare scheme
• Enhanced family‑friendly policies
• Employee Assistance Programme
• Sub‑sidised gym membership
• Cycle to Work scheme
• Staff referral scheme