About Us
Tuckers Solicitors is a leading criminal defence firm with a proud history dating back to 1980. Our nationwide team of experienced lawyers provides expert legal support, successfully defending clients across a full range of criminal offences. We have specialist expertise in several areas and are recognised by The Legal 500 and Spears 500 for our excellence.
We are an award-winning firm, with accolades including Legal Aid Lawyer of the Year, Justice Human Rights Lawyer of the Year, and The Law Society's Solicitor of the Year Award. While we are a well-established business, we are currently undergoing an exciting period of transformation and growth, bringing the dynamic energy of a start-up to our operations.
Job Summary
We are looking for a professional and highly organized Call Handler to join our team in Manchester. This role is vital in ensuring seamless client communication and efficient triaging of a high volume of incoming calls. You will also play a key role in front-of-house duties, providing a welcoming experience for clients visiting our Manchester office.
You will work closely with our paralegal team to streamline call management, ensuring clients receive prompt assistance. Additionally, you will provide administrative support across various departments, including the operational management team. As the first point of contact for many clients, you will help shape their first impression of Tuckers Solicitors, making client care a top priority.
Key Responsibilities
Client Interaction & Front-of-House Duties:
* Welcome and assist clients at the Manchester office, ensuring they receive a professional and friendly first impression.
* Direct clients to the appropriate teams and provide necessary guidance.
Call Handling & Communication:
* Manage a high volume of incoming calls efficiently and professionally.
* Triage and refer calls to the appropriate team or individual.
* Take detailed messages and ensure timely delivery to relevant team members.
* Address general client inquiries and provide guidance on the firm’s services.
* Identify and prioritize urgent calls to ensure swift action.
* Conduct follow-up calls to clients as needed.
Administrative & Office Support:
* Maintain accurate records of client interactions and case details in the firm’s database.
* Assist with office opening and closing procedures.
* Handle incoming and outgoing mail, including sorting, scanning, and distribution.
* Process client payments via the card payment system, both in-person and over the phone.
* Support the operational management team and other departments with administrative tasks.
* Uphold confidentiality and comply with data protection policies.
* Assist with health and safety procedures, reporting any concerns to the relevant manager.
* Identify opportunities for efficiency improvements and contribute to best practices.
Role Specifics
* Job Title: Call Handler
* Location: Central Manchester
* Job Type: Permanent, Full-Time (Office-Based)
* Working Hours: 37.5 hours per week
* Shift Pattern: 9:00 am – 5:30 pm or 8:30 am – 5:00 pm
Person Specification
Essential Skills & Experience:
* Previous experience in client-facing roles, ideally in a regulated environment.
* Strong telephone etiquette with the ability to handle high call volumes efficiently.
* Excellent verbal and written communication skills.
* Ability to handle confidential and sensitive information with discretion.
* IT proficiency, particularly in Microsoft Office applications.
* Strong organizational and multitasking skills.
* A keen eye for detail and accuracy.
* Ability to remain calm under pressure and handle difficult situations professionally.
* Self-motivated, reliable, and adaptable.
* A professional, welcoming, and friendly presence at reception.
* Willingness to undertake training and continuous professional development.
Desirable:
* Experience working within a legal or professional services environment.
* Familiarity with case management systems.
* Experience handling client payments and basic financial transactions.
What We Offer
* A dynamic and evolving work environment.
* Career growth and development opportunities.
* A supportive and collaborative team culture.
Equal Opportunities
Tuckers Solicitors is committed to diversity and inclusion. We welcome applicants from all backgrounds and are dedicated to creating an inclusive work environment for all employees.