Customer Engagement Officer

Fentiman Legal Limited (T/A My Law Matters)

MLM is regulated by the SRA and is dedicated to delivering comprehensive legal solutions

Shape Your future with Us

At My Law Matters, we do more than complete property transactions we guide our clients through life-changing milestones with clarity, care, and confidence. With a trusted heritage of over 35 years and offices across the UK, we are a progressive law firm combining expert legal insight with cutting-edge technology to deliver a truly modern legal service.

We are seeking a proactive, organised, and client-focused Customer Engagement Officer to join our growing team. This role is central to delivering an excellent client experience, supporting customer enquiries, onboarding, and day-to-day administrative operations. You will be the first point of contact for many clients and play a key role in supporting the end-to-end client journey within a fast-paced, professional environment.

• Act as a primary point of contact for client enquiries via phone, email, and ticketing systems
• Provide quotations and basic service information using internal systems
• Open, set up, review, and maintain accurate client files (digital and/or paper)
• Chase clients for outstanding information and documentation
• Handle incoming and outgoing correspondence, including post and document preparation
• Support general office administration and day-to-day operational tasks
• Retrieve and manage client documents such as Wills, LPAs, and deeds when required
• Maintain accurate records across CRM and internal systems
• Work collaboratively with internal teams to ensure smooth client onboarding and progression
• Deliver a professional, calm, and solution-focused service always
• Support sales activity, lead conversion, and performance targets where applicable

• You have experience in a customer-facing or office-based administrative role (preferred)
• Have strong communication skills (verbal and written) with professional telephone manner
• You have excellent attention to detail and organisational skills
• Ability to manage multiple tasks and work effectively under pressure
• Confident IT user, including Microsoft Word, Excel, Outlook, and CRM systems
• Experience in conveyancing, legal services, cash room systems, or sales environments is advantageous but not essential
• Flexible, client-focused, and able to act with integrity and credibility

Career Growth
:
You will grow your career while being part of a company that is pioneering AI‑driven innovation and automation across multiple industries.

Supportive Culture
:
You'll be part of a collaborative, high‑performance team where knowledge‑sharing and mentoring are part of our DNA. We offer a fun, inclusive, and fast‑paced environment where your ideas are not only heard they’re encouraged.

Modern Practice
:
Work with advanced AI‑powered tools, streamlined workflows, and full administrative support.

Strategic Expansion
:
With ambitious growth plans and a national footprint, we offer exciting long‑term opportunities in a dynamic firm.

• Comprehensive training and ongoing development
• Opportunities for career progression within a growing business
• A role where your contribution is valued and your voice is heard
• 28 days’ holiday including bank holidays
• A secure and progressive workplace

Be the voice of our clients. Be part of a growing legal brand and want to make your mark across multiple brands we’d love to hear from you! Share your CV with us!

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