Back to search
Are you passionate about delivering exceptional customer service and eager to make a meaningful impact? We are seeking a dedicated Customer Experience Executive to join our forward-thinking law firm, renowned for its expertise in Will, Probate, and Estate Planning.
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)
We are a well-established law firm, regulated by the SRA, with a mission to transform the way people approach making a Will. Our national network is committed to preserving both financial and emotional assets for future generations, protecting memories as well as money.
What We Offer:
- Career Progression: Clear pathways for advancement with a focus on promoting from within.
- Personal Development: Annual career planning sessions to help you achieve your goals.
- Empowering Culture: A work environment that values empowerment and ownership, free from hierarchical constraints.
- Social Engagement: Regular company get-togethers and social events to foster a fun and inclusive atmosphere.
- Recognition and Rewards: A program to celebrate your achievements and recognize your hard work.
- Health Benefits: Comprehensive Westfield health benefits supporting your physical and mental well-being.
Main Duties and Responsibilities:
- Conduct 100+ outbound calls daily to connect with existing clients, understand their needs, and generate appointments for our Legal Advisors.
- Schedule at least 3 Will review appointments per day and achieve a conversion rate of 25% or above.
- Identify and recommend products and solutions tailored to clients’ needs, ensuring they receive appropriate advice.
- Handle incoming client calls to determine their service requirements.
- Build and maintain long-lasting relationships with clients.
- Keep a detailed sales database to ensure consistent client communication and support.
- Provide a 5-star service at all times and manage multiple Legal Advisors' calendars efficiently.
- Perform administrative tasks related to appointments, including drafting letters and emails.
- Handle objections effectively and meet client needs.
- Achieve individual targets and KPIs while adhering to business and regulatory processes.
- Participate in learning and development opportunities to foster personal and professional growth.
Key Competencies:
- Exceptional attention to detail and organizational skills.
- Proficiency in Microsoft Word and Excel.
- Ability to build effective relationships with clients and colleagues, both over the phone and in person.
- Outstanding customer service with a genuine passion for supporting clients.
- Excellent communication skills, capable of listening, understanding, and advising to meet client needs.
- Capability to work well independently and as part of a team, with a proactive and positive approach.
If you’re ready to be part of a dynamic team that values your contributions and supports your career growth, we’d love to hear from you!
