Client Care Ambassador (Southport) Location: Southport/Hybrid Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Onboarding Team. The successful candidate will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent customer service. They will be responsible for working closely with the Team Leader and the Client Care Team to provide support in ensuring the service we are providing to our clients is at the forefront of everything we do. About Fletchers Solicitors: Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries. More information about us can be found on our website. https://www.fletcherssolicitors.co.uk/about-us Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos. Main Responsibilities for the role: Communicating with clients daily, managing and developing relationships with clients via phone and email. Responsible for the external review sites ensuring all reviews are responded to Assisting the Manager of Client Care with reporting on a daily basis or as requested. Responsible for moments that matter. Being always the independent voice whilst ensuring that communication is constant between the client team and other teams and that the client is regularly updated of case progression and developments Thorough reviewing of files, to ensure that excellent customer service is being provided. Completing audits in line with compliance. Engaging with immediate and wider teams to share client service advice/assistance Proactively responding and resolving client service enquiries from team members and clients Identifying and solving problems. Reporting all surveys received, identifying negative scoring survey’s Review of negative survey and commenting on the service received Helping provide training with the Manger of Client Care as and when required Managing own task list Any other roles as required by the Manager of Client Care to support business needs The ideal candidate will have: Excellent client service skills Good organisation skills Customer service experience Ability to work as part of a team Excellent attention to detail Excellent communication skills and telephone manner Desirable Qualifications, Skills and Experience: Ability to use Microsoft packages and proclaim We reserve the right to close this role before the date specified depending on the calibre and volume of candidates. In return Fletchers can offer: Competitive salary 35 hours working week Bonus scheme (subject to targets being met) 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5 th, 7 th, and 9 th full year of employment Pension scheme with tax-efficient salary sacrifice option Life Assurance Policy Medicash policy to cover some Dental, optical and other medical expenses Enhanced company sick pay Enhanced Maternity, Paternity and IVF schemes Flexible, agile working environment with a positive work-life balance Varied calendar of funded company social events (check out Fletchers Group on LinkedIn) Monthly voucher awards