Customer Service Representative

KP Law is a UK-based claimant law firm focused on collective redress. With offices in London, Liverpool, Manchester, and Birmingham, we represent large groups of individuals in high-profile cases against major corporations.

Our team combines legal expertise with a data-driven, tech-enabled approach to litigation. We’re not a traditional law firm, we’re built for scale, efficiency, and impact. Behind every case is a collaborative team of legal and operational professionals working together to deliver results that matter.

At KP Law, you’ll be part of a fast-growing firm that’s reshaping how justice is delivered. Whether you’re a lawyer or part of our operations team, your work will directly contribute to landmark cases and meaningful outcomes for thousands of people.

We believe excellence in everything, that together we achieve more, and that there's always a way to make things happen.

If you're a creative problem solver, a collaborative worker, and ready to challenge the status quo, KP Law offers the opportunity to work on some of the biggest multi-claimant cases in the UK and grow with a firm that’s redefining how justice is delivered.

As a Customer Service Representative n 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.

As a Customer Service Representative (CST), your role will include, but is not limited to:

• 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 where you are 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 contribute 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.
• You will be required to travel to our Liverpool and Manchester Offices

• 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)

• 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. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive,…