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Client Services Assistant

Transformation and Client Delivery

Work for a place that works for you…

At Stephens Scown, every day is what we make it. So we make it matter. Doing notable work for notable clients, building our skills with talented people and having a positive impact on our communities sits at the heart of everything we do.

We don’t just say it, we live it. Our commitment to our people, clients and communities runs through our DNA. We are employee-owned, we are a Certified B CorporationTM, and we are featured in the Sunday Times Best Places to Work 2024 list – ensuring our culture and ethos of going above and beyond for our people, our colleagues and our communities is recognised nationally.

The Role

The Client Services Assistants are focussed on ensuring clients and potential clients contacting the firm, receive a ‘best in class’ service whether they are seeking to speak with a known colleague, get general information or are looking for help with a new business opportunity. As a client obsessed team, this warm and welcoming service should efficiently identify and understand the callers needs with a simple and effective hand-off to the relevant legal or in handling new business enquiries ensuring relevant information and due process is followed to ensure a seamless introduction to their trusted advisor.

Tasked with being the first point of contact for clients and potential clients making a new enquiry or seeking to speak with a known contact. A focus on a great first impression, robust management of queries and opportunities including working to both quality and timeliness standards, ensuring data recording and follow-up is completed as necessary.

Key areas include:

  • Operating as an effective firm front of house for all telephony contacts (both existing and future clients)
  • Taking and handling new enquiries from potential clients by all channels including telephone, website and email.
  • Liaising with legal advisors in the hand-off of existing clients.
  • Following the semi-automated new opportunities process to ensure future clients feel valued and assisted. Ensuring effective allocation of new clients into legal teams.
  • Providing robust data and operational insight to the Client Services Supervisor and Manager and digital team (website enquiries).
  • Supporting legal Teams as required with a view to offering class leading CX for both internal and external clients.
  • Ensure the reputation of the firm the firm is maintained and enhanced by making sure if we cannot help we are seen to be helpful. Giving clear explanations where possible and referring to other firms where appropriate.

About You

  • Experience of operating in a front of house/client-centric professional environment (essential)
  • Evidence of self-organisation and use of data to co-ordinate activity (essential)
  • Understanding of legal services (desirable)
  • Highly effective interpersonal and communication skills and a focus on exceptional client care (essential)
  • Able to work in a busy and highly professional environment
  • Organised, accurate and able to manage one’s own workload
  • Ability and desire to learn new things
  • Word and Excel (essential)
  • Accurate processing of data
  • Good written skills, identifying the audience that is being communicated with

 What we can offer you

  • We offer a competitive salary and an impressive array of benefits and rewards. Not least of these is through the Firm’s employee-ownership status, where every employee is listened to, helps to realise our vision and receives an equal share in our annual profit-share.
  • Our hybrid working model and approach to flexible working enables our people to share their working time between home and the office to support a healthy work / life balance.
  • View a full list of our benefits– including 25 days holiday (plus bank holidays and your birthday), private medical insurance, group life assurance, access to a comprehensive range of wellbeing support, and three additional days’ paid leave to support good causes.

Why Stephens Scown?

Being Great Matters…

Working here is something else entirely. It’s a place where we can step up to tough challenges with people so good they inspire us to be better. We proudly work in a beautiful part of the country, go beyond expectations and achieve things that matter.

Owning It Matters…

We’re the UK’s first major employee-owned law firm. But more than this, we’re people-centred, people-powered. We do what it takes to help each other overcome every challenge. Whatever’s happening in the world, empowering our people is what matters.

Doing Good Matters…

Our communities and colleagues give us a lot to be thankful for. So we try to make them feel as valued as our clients. Whether we’re digging deep and giving our time and money, picking up rubbish from our streets and beaches, at Stephens Scown, if it’s right, it matters.

Having Fun Matters…

We might have the expertise of a top city firm, but outside our offices there’s not a skyscraper in sight. Whether we’re getting to know our clients on our local beach or having fun in the park with colleagues, we’re all about living a life enriched by work. Making the fun matter.

Apply for this position

If this sounds like you and you would like to be considered for this opportunity, please send your application by email (quoting your current or last salary) enclosing an up to date CV to humanresources@stephens-scown.co.uk or by post to: HR Department, Stephens Scown LLP, Curzon House, Southernhay West, Exeter, EX1 1RS

Apply Now

At Stephens Scown, we believe that a diverse workforce delivers better results for our clients and creates a happier workplace where everyone feels valued and appreciated. Therefore we welcome applications from candidates from all backgrounds, abilities and beliefs.

All offers of employment at Stephens Scown are subject to Basic level of Disclosure and Barring Service check. Any information gathered in relation to the DBS process is held in in accordance with all relevant data protection regulations. Having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances and background of your offences. At interview, or in a separate discussion, we ensure that an open and measured discussion takes place on the subject of any offences or other matter that might be relevant to the position. Failure to reveal information that is directly relevant to the position sought could lead to withdrawal of an offer of employment. We make every subject of a DBS Disclosure aware of the existence of the DBS Code of Practice. This is available on https://www.gov.uk/government/publications/dbs-code-of-practice

For more information on how Stephens Scown process personal data please visit Stephens Scown Privacy Statement

Client Services Assistant
Transformation and Client Delivery
Full Time
Exeter
Contract Type: Permanent
Salary: Competitive
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