Are you passionate about delivering exceptional customer service and eager to make a meaningful impact? We are seeking a dedicated Customer Experience Executive to join our forward-thinking law firm, renowned for its expertise in Will, Probate, and Estate Planning.
Job Title: Customer Experience Executive
Location: Derby
Salary: £23,000 Per Annum + Monthly Performance Earnings = OTE £25,000 - £28,000
Hours: 09:00 – 17:00 Monday – Friday (37.5 Hours per week)
We are a well-established law firm, regulated by the SRA, with a mission to transform the way people approach making a Will. Our national network is committed to preserving both financial and emotional assets for future generations, protecting memories as well as money.
What We Offer:
* Career Progression: Clear pathways for advancement with a focus on promoting from within.
* Personal Development: Annual career planning sessions to help you achieve your goals.
* Empowering Culture: A work environment that values empowerment and ownership, free from hierarchical constraints.
* Social Engagement: Regular company get-togethers and social events to foster a fun and inclusive atmosphere.
* Recognition and Rewards: A program to celebrate your achievements and recognize your hard work.
* Health Benefits: Comprehensive Westfield health benefits supporting your physical and mental well-being.
Main Duties and Responsibilities:
* Conduct 100+ outbound calls daily to connect with existing clients, understand their needs, and generate appointments for our Legal Advisors.
* Schedule at least 3 Will review appointments per day and achieve a conversion rate of 25% or above.
* Identify and recommend products and solutions tailored to clients’ needs, ensuring they receive appropriate advice.
* Handle incoming client calls to determine their service requirements.
* Build and maintain long-lasting relationships with clients.
* Keep a detailed sales database to ensure consistent client communication and support.
* Provide a 5-star service at all times and manage multiple Legal Advisors' calendars efficiently.
* Perform administrative tasks related to appointments, including drafting letters and emails.
* Handle objections effectively and meet client needs.
* Achieve individual targets and KPIs while adhering to business and regulatory processes.
* Participate in learning and development opportunities to foster personal and professional growth.
Key Competencies:
* Exceptional attention to detail and organizational skills.
* Proficiency in Microsoft Word and Excel.
* Ability to build effective relationships with clients and colleagues, both over the phone and in person.
* Outstanding customer service with a genuine passion for supporting clients.
* Excellent communication skills, capable of listening, understanding, and advising to meet client needs.
* Capability to work well independently and as part of a team, with a proactive and positive approach.
If you’re ready to be part of a dynamic team that values your contributions and supports your career growth, we’d love to hear from you