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0117 325 2929

Client relationship coordinator – personal injury/medical negligence

As a client relationship coordinator, you will be the first point of contact  for potential new clients contacting with enquiries relating to Clinical Negligence and Personal Injury. You will take a detailed history from the potential client for the purpose of assessing, with the assistance of senior fee earners, whether the firm can assist with the client’s enquiry.

As you will be the first point of contact for most prospective clients, an exceptional telephone manner and strong verbal and written communication skills are essential. To enable you to deal appropriately with the complex subject matter of these enquiries a clinical background is essential.

Job description +

  • To act as primary point of contact for all new business enquiries received by the Personal and Medical Injuries Department either by phone or through our website
  • To work within an agreed SLA to ensure that all new business enquiries are dealt with, managed and followed up in a timely manner
  • To represent the company in a professional and approachable manner at all times
  • Build effective communication links with prospective clients and colleagues, liaising regularly with internal departments
  • Ask the right questions to ensure that we fully understand the client’s needs, promoting other service areas where necessary and triaging the enquiry as required
  • Provide the management board with feedback and reports on pipeline enquiries and conversion rates on a departmental basis
  • Work closely with the Marketing Manager to identify new marketing channels and evaluate the effectiveness of existing marketing channels
  • Prepare quotes for new Will enquiries, ensuring that these are followed-up (subject to training and approval by the relevant HODs)
  • Book appointments in solicitors diaries for face-to-face appointments and call backs
  • Liaise with Head of Department as to workloads and availability within each department and office
  • Review and process client information, ensuring that the data recorded is accurate
  • Ensure that proper records are kept and recorded of Source of Business, contact information, and any other relevant information for marketing purposes
  • Scheduling follow-up communications to new business enquiries
  • Work alongside colleagues to ensure that we deliver an exceptional client experience
  • Ensure that all internal processes are followed
  • Any other reasonable duties as directed by your Manager

Person specification +

Essential

  • Experience of working in a clinical setting
  • Experience of working in a busy environment
  • Presentable and have a professional approach as first point of contact for clients
  • Excellent telephone manner
  • Experience of regular customer contact – by phone and in person

Desirable

  • Experience of working in a law firm

Qualifications

Essential

  • Computer literate, with experience of Microsoft Office, which must include Word and Outlook
  • Good working knowledge of anatomy and physiology

Desirable

  • Clinical qualification, for example Registered Nurse, Registered Midwife, Registered Mental Health Nurse, Paramedic

Skills + competencies

Team orientation

  • Enjoys working as part of a team helps and supports others
  • Ability to motivate oneself
  • Takes personal pride in their work and is committed to producing work of highest quality, shows initiative in improving results

Communication

  • Must be accurate with message taking
  • Ability to convey information accurately and make self be understood
  • Can communicate effectively with people at all levels, over the phone and face to face
  • Makes fluent and relevant contributions to group discussions

People management

  • Ability to organise your own work within deadlines and to agreed standards
  • Ability to prioritise own workload using a systematic approach
  • Able to be fully productive without being prompted and produces good quality work within own abilities
  • Ability to balance tasks, structure own workload to make best use of time and resources, delivers to deadline

Customer focus

  • Listens carefully to customer’s situation and needs, asks relevant questions and records correctly
  • Shows concern for meeting customers stated needs, presents a positive image in personal communication situations i.e. telephone

Results orientation

  • Ability to work calmly and maintain a disciplined approach

Problem solving

  • Focuses on detail, needs to be methodical, organized and systematic
  • Ability to use own initiative in making sound decisions
  • Ability to seek out relevant information to assist with decision making
  • Able to identify recurring problems within own area of work and take appropriate action

Location and salary +

  • Based at our Queen Square office
  • Salary DOE
  • Full time hours, but flexible working may be considered

      Closing date +

      • Closing date: Friday 22nd February 2019

      Apply +

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      Have questions about this role? Drop our HR team an email or call us on 0117 325 2929. To find out more about life at Barcan+Kirby, download our careers guide.

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