Inbound Client Advisor

Job title

Inbound Client Advisor

Department

Business Development 

Our Purpose

To forge long-term relationships that have a positive impact on our people, our clients, our business partners, and our community.

Our Commitment to Our People

We do not think there is a magic formula to the Higgs culture. The key is to listen to and respect our people. If we take care of our people and our people take care of our clients, then everything we want as a firm will take care of itself. We are friendly and open to new ideas.

Our Core Values

Higgs core values are “CLEAR” – Care, Legacy, Excellence, Authenticity, Relationships

Role Purpose

As Inbound Client Advisor at Higgs LLP, your role is to be the first point of contact for clients. You will handle incoming enquiries, assess client needs and provide initial information or guidance. You will ensure clients are directed to the right legal team, schedule meetings and manage expectations. By offering clear communication and excellent service, you will contribute to a positive client experience, supporting the firm’s reputation and client retention efforts.

Key Responsibilities

• Handling Enquiries

Responding to inbound client calls, emails and messages promptly and professionally, providing initial information about the firm’s services

• Assessing Client Needs

Evaluating the client’s requirements, gathering relevant information and determining the appropriate course of action or escalation.

• Directing Clients

Routing clients to the right legal teams or departments based on their needs, ensuring they receive accurate and timely assistance.

• Scheduling Appointments

Organising meetings between clients and lawyers, ensuring availability and efficient scheduling.

• Managing Expectations

Setting clear expectations regarding timelines, fees and processes, ensuring clients understand what to expect at each stage.

• Maintaining Client Records

Accurately logging client interactions, enquiries, and outcomes into the firm’s CRM or case management system.

• Follow-up

Proactively following up with clients on outstanding matters, ensuring that they remain informed and satisfied.

• Providing Service Excellence

Offering a friendly, empathetic and professional service, creating a positive client experience and supporting client retention efforts.

Person Specification

• Excellent communication skills with an ability to communicate clearly and professionally with clients via phone, email, and in person, ensuring a positive and empathetic experience.
• Strong organisational skills, capable of managing multiple tasks efficiently, including scheduling appointments and handling client enquiries simultaneously.
• Attention to detail. Accuracy in recording client interactions, managing information, and ensuring all client needs are addressed promptly.
• Problem-solving abilities coupled with skills in assessing client needs, identifying solutions and directing clients to the appropriate legal team or resources.
• Client-focused approach and a customer-centric mindset. You must have the ability to build rapport and maintain strong relationships with clients.
• Team player able to collaborate effectively with colleagues, attorneys and other departments to deliver seamless service to clients.

Technical Knowledge

• Familiarity with basic legal terminology and concepts to understand client enquiries and effectively communicate with legal teams,
• Strong skills in managing and updating client records, ensuring accurate data entry in compliance with confidentiality standards.
• Understanding of legal confidentiality requirements and data protection regulations, ensuring sensitive client information is handled securely.

What You Need to Know

Higgs offers hybrid working wherever possible. Our Higgs’ Best FIT (flexible, inclusive, together) principles are designed to ensure that people can complete their best work from the most appropriate location. If you are looking to work flexibly then let us know and we will do what we can to accommodate your request.

We encourage a ‘dress for your diary’ approach which means dressing in a manner appropriate for your schedule or the specific appointments you have on any given day.

Equal Opportunities

As charter signatories to The Law Society’s Diversity and Inclusion Charter, Higgs are committed to developing a diverse business by engaging with the widest pool of talent. We recognise this is an ongoing journey and regularly monitor our figures which can be viewed here.

People Driven. Legal Excellence.

If we receive a high number of applications, we may close this vacancy earlier than planned. We recommend applying as soon as possible to ensure your application is considered