Onboarding Co-ordinator

Onboarding Co-ordinator Job Title Reports To

HR & Operations Director

Bumpers Farm

Full time

35 hours

£28k - £33k

The Onboarding Coordinator is responsible for managing the journey from a prospective client's initial enquiry through to their first consultation with the firm.

Working primarily with enquiries received through the firm's website, social media and other digital channels, the role combines excellent client service with a proactive, sales-focused approach. The successful candidate will engage with prospective clients, understand their needs, explain the firm's services and encourage them to book a consultation with the appropriate lawyer.

Once a consultation has been booked, the Onboarding Coordinator will take ownership of the pre-consultation process, ensuring that all required regulatory and client due diligence documentation is completed and payment is received before the consultation takes place.

This is an important role in the client journey and will directly contribute to improving enquiry conversion, client experience and the efficient onboarding of new clients

• Take ownership of new enquiries received through the firm's website, social media, email, telephone and other channels.
• Respond promptly and professionally to prospective clients.
• Establish an understanding of the prospective client's circumstances, requirements and likely legal needs.
• Identify suitable services and the most appropriate lawyer or team for the enquiry.
• Follow up enquiries proactively where a consultation has not yet been booked.
• Maintain accurate records of enquiries and outcomes;
• Monitor source, enquiry conversion rates and identify opportunities to improve the client journey.

• Take a confident and proactive sales approach to converting enquiries into consultations.
• Explain the benefits of an initial consultation and the value the firm can provide.
• Handle questions and objections around fees, timing and the consultation process.
• Discuss consultation fees and payment requirements clearly.
• Secure bookings and ensure that prospective clients understand what happens next.
• Follow up with prospective clients who have expressed an interest but have not yet committed to a consultation.
• Work towards agreed conversion and onboarding targets.

• Take responsibility for the onboarding process once a consultation has been booked.
• Collect identification and other information required for AML, KYC and regulatory compliance.
• Ensure that required documentation is completed accurately and within the appropriate timescale.
• Collect payment for consultations and ensure that payment has been received before the consultation takes place.
• Liaise with lawyers and other colleagues to ensure they have the information they need ahead of the consultation.
• Identify any missing or incomplete information and proactively resolve issues before the consultation.
• Ensure that the client journey from enquiry to consultation is smooth, professional and consistent.

• Provide a warm, reassuring and professional first point of contact for prospective clients, many of whom may be contacting the firm at a difficult or stressful time.
• Communicate clearly and sensitively while maintaining a commercial focus.
• Ensure prospective clients feel listened to and understand the next steps.
• Deal confidently with queries while recognising when an enquiry should be escalated to a lawyer.
• Maintain confidentiality and handle personal and sensitive information appropriately.

• Maintain accurate and up-to-date records on the firm's systems.
• Track enquiries, consultations, payments and outstanding onboarding…