New Enquiry Manager (Legal sector)

The role

Work as a New Enquiry Manager in the New Enquiry team within Legal Customer Services to ensure our legal clients receive the best possible customer experience with their inbound enquiries.

• Reports to the Legal Customer Experience Team Leader
• Hybrid role with a mix of office and home working as required by the business
• Salary circa £25k

Main responsibilities

• Meet daily KPI’s to process and close incoming quotation requests from solicitors, local authorities, social workers and FDAC’s, pro-actively upselling and cross-selling where relevant with a consultative and advisory approach.
• Complete daily allocated tasks to support the quotation follow up process to maximise sales conversion rates.
• Ensure that the phone / chat system is operational, inbound calls / enquiries are answered promptly, and voicemails are responded to within agreed timescales.
• Address each call with a consultative approach in line with the call quality matrix to identify upsell and cross-sell opportunities.
• Handle any client issues from a quotation perspective at first contact with a ‘one call’ resolution where possible.
• Monitor inbound e-mail inboxes dealing promptly with new enquiries sent by e-mail including quotation request PDF’s.
• Manage the Sales Force CRM by registering all new enquiries, and inputting the required information for each new opportunity generated, including the production of the quotation.
• Build and maintain effective relationships with the team of client service case managers, who support the administration and fulfilment of case orders to the client’s satisfaction and also with the business development team.
• Ensure compliance with GDPR, ISO 17025 and ISO 9001 in addition to all departmental procedures, policies, and protocols.

Key requirements

• Minimum of two years’ B2B customer services experience, ideally in the legal or public services sector.
• Pro-active in managing the expectations of clients and their business.
• Commercial acumen – ability to spot opportunities for incremental sales whilst maximising value for the client.
• Effective and professional communication skills, both spoken and written.
• Outstanding attention to detail and accurate, detailed recording of information.
• Very organised with the ability to multi-task to meet multiple targets and deadlines.
• Able to remain calm under pressure and always maintain a positive, willing, and professional attitude.
• Willingness to continuously develop and improve knowledge of our business, the legal sector and the services that we offer.
• Competent working with Salesforce (or other CRM) and Microsoft programmes, especially Excel.
• Manage internal and client-facing challenges with empathy, whilst remaining appropriately assertive.
• Identify own limitations and strengths, proactively recognising training needs and requesting support as required.