Customer Experience Executive

Job Title: Customer Experience Executive
Location: Derby
Salary: £23,000 Per Annum + monthly performance earnings (OTE £25,000 - £28,000)
Hours: 09:00 – 17:00, Monday – Friday (37.5 hours per week)

About the Role:
My client, a well-established law firm specialising in Wills, Probate, and Estate Planning, is seeking a Customer Experience Executive to join their dynamic team in Derby. This role is key in ensuring clients receive the highest level of service, providing crucial support and guidance through their legal processes. The firm is known for its commitment to protecting not just financial assets, but also the emotional well-being of their clients.

What's on Offer:

• Career Development: The firm is dedicated to nurturing home-grown talent and offers clear opportunities for career progression.
• Supportive Environment: Annual career planning sessions are available to help you achieve your professional and personal goals.
• Inclusive Culture: The company fosters a culture of empowerment, with a flat organizational structure that values ownership and initiative.
• Social Engagement: Regular company events and team-building activities create a vibrant and supportive work environment.
• Recognition: A robust rewards and recognition program is in place to celebrate your hard work and successes.
• Health Benefits: Comprehensive health benefits are provided, including 24/7 access to resources for both physical and mental health.

Key Responsibilities:

• Client Engagement: Making outbound calls to clients to understand their needs and schedule appointments with the firm's Legal Advisors.
• Service Delivery: Identifying suitable products and solutions for clients, ensuring they receive tailored advice that meets their specific circumstances.
• Client Interaction: Handling incoming calls from clients, assessing their needs, and directing them to the appropriate services.
• Relationship Building: Developing and maintaining long-term relationships with clients, ensuring they receive a consistent and exceptional service experience.
• Data Management: Maintaining an accurate sales database to support ongoing client engagement and follow-up.
• Performance: Meeting individual targets and key performance indicators (KPIs) while delivering top-tier service.
• Compliance: Adhering to all business and regulatory processes to ensure the firm's compliance and protection.
• Continuous Learning: Taking advantage of ongoing learning and development opportunities to enhance your skills and support the firm's growth.

Ideal Candidate Profile:

• Attention to Detail: You have a keen eye for detail and excellent organizational skills.
• Tech-Savvy: Proficient in Microsoft Word and Excel, with the ability to quickly learn new systems.
• Communication: You excel in communication, with the ability to listen carefully, understand client needs, and provide clear, relevant advice.
• Customer Focus: A passion for delivering outstanding customer service, coupled with the ability to build strong relationships both over the phone and in person.
• Team Player: You can work effectively as part of a team, while also being able to take initiative and work independently when needed.
• Motivated: Driven to achieve targets and exceed expectations, with a strong sense of professionalism.

How to Apply:
If you're interested in joining a firm that values your contribution and provides opportunities for growth, please apply with your CV and a cover letter detailing your suitability for the role.