Job Description
Job Title: Call Handler
Location: Central Manchester
Job Type: Permanent, Full-Time 37.5 hours per week (WORK FROM OFFICE)
Shift Pattern: 9.00am to 5.30pm
About Us: Tuckers Solicitors is a leading criminal defence firm established in 1980, with a nationwide team of experienced lawyers providing immediate and expert support. Renowned and recommended by The Legal 500 and Spears 500, we have a history of delivering top-tier legal services and have earned numerous awards.
Job Summary: The key purpose of this role is call handling and to work with the paralegal team to streamline and triage the heavy volume of calls we receive to ensure efficient and streamlined client care. You will rotate with other staff on front-of-house presence for the Manchester office, greeting clients and giving them the best first impression of the firm.
Key Responsibilities
1. Client Greeting: Welcome clients in the Manchester office and direct them to the relevant departments as needed.
2. Call Handling: Answer incoming calls promptly and courteously, referring them to the appropriate team or person.
3. Information Management: Accurately record client details and case information into the firm’s database.
4. Message Handling: Take detailed messages and ensure they are passed on to the relevant team members.
5. Query Resolution: Address client queries and concerns, providing information on the firm’s services.
6. Emergency Handling: Identify and prioritize urgent calls.
7. Follow-Up: Conduct follow-up calls to clients as needed.
8. Confidentiality: Maintain confidentiality of all client information.
9. Office Management: Assist with opening and closing the Manchester office as needed.
10. Administrative Support: Provide administrative support to other departments within the firm.
11. Mail Handling: Assist with the opening, sorting, and scanning of incoming post.
12. Payment Handling: Use the card payment system to take payments from clients.
13. Health and Safety: Assist with health and safety procedures.
14. Efficiency Improvement: Contribute to best practices to maximize team efficiency.
15. Additional Duties: Undertake other duties within the scope of the role as requested.
Person Specification
1. Client Interaction: Experience in dealing with clients professionally.
2. Confidentiality: Ability to handle sensitive information appropriately.
3. Communication Skills: Clear and concise oral and written communication skills.
4. Professional Presence: Welcoming, friendly, and approachable.
5. Telephone Skills: Excellent telephone manner.
6. Attention to Detail: High level of attention to detail.
7. Technical Skills: IT literate, proficient in Microsoft Office.
8. Organizational Skills: Ability to organize and prioritize workloads effectively.
9. Teamwork: Ability to build good relationships and work cooperatively.
10. Calm Under Pressure: Able to work under pressure with a ‘can do’ attitude.
11. Self-Motivation: Conscientious and self-motivated.
12. Punctuality: Excellent timekeeping skills.
13. Integrity: Honest and trustworthy.
14. Initiative: Ability to use own initiative.
15. Reliability: Must demonstrate reliability.
16. Adaptability: Flexible and adaptable.
17. Professional Appearance: Maintain a professional appearance.
18. Training: Willing to undertake any required training.
19. Collaboration: Ability to work effectively alongside teammates.
What We Offer: Opportunity to work in a dynamic environment, career growth, and a supportive work culture.
How To Apply: If you are a motivated and experienced professional looking to make a meaningful impact, we want to hear from you.
Equal Opportunities: Tuckers Solicitors is an equal opportunity employer committed to creating an inclusive environment.
Join Us: Join us on our journey of transformation and be a part of a team that values excellence and innovation.
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