Customer Care Executive

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Introduction

Crushell & Co. is a specialist firm of solicitors focused on legal and regulatory matters pertaining to the Irish employment environment. We advise both employers and employees on all aspects of applicable Irish legislation and case law throughout the entire employment life cycle.

Role

Crushell & Co. is seeking to recruit a Customer Care Executive on a full-time basis.

The Customer Care Executive will be responsible for managing the firm's initial relationship with prospective clients. The successful candidate will act as a primary point of contact for new enquiries, manage incoming telephone and online enquiries, follow up with prospective clients and assist them through the process of arranging an initial consultation with the firm.

This is primarily a customer care, client intake and business development role, rather than a legal case-management position.

The successful candidate will also assist with the firm's business development and marketing activities, including social media, online engagement and other initiatives aimed at developing the firm's profile and attracting prospective clients.

Once an individual has formally engaged Crushell & Co. for substantive legal work following a consultation and has paid the appropriate professional fee, responsibility for the administrative management of that client's matter will transfer to the firm's Client Care Manager and responsible solicitor.

Duties

The successful candidate's responsibilities will include:

• Acting as a first point of contact for prospective clients contacting the firm by telephone, email, website, virtual office or other channels.
• Answering and managing incoming telephone calls and ensuring that messages and enquiries are responded to promptly.
• Recording all new enquiries accurately on the firm's practice and customer-management systems.
• Following up proactively with prospective clients who have contacted the firm but have not yet arranged a consultation.
• Explaining the firm's consultation process, consultation fees and booking arrangements.
• Scheduling consultations with solicitors and issuing appropriate confirmations and reminders.
• Obtaining the necessary preliminary information from prospective clients in advance of consultations.
• Assisting with conflict checks and other preliminary administrative requirements.
• Monitoring outstanding enquiries and ensuring appropriate and timely follow-up.
• Following up, where appropriate, with prospective clients after consultations in relation to the services proposed by the firm and the administrative steps required to engage the firm.
• Ensuring a clear handover to the Client Care Manager once a prospective client formally engages the firm and pays for substantive legal work.
• Supporting the firm's business development activities and initiatives.
• Assisting with the preparation, scheduling and posting of content across the firm's social media profiles, including LinkedIn and other relevant platforms.
• Assisting with appropriate requests for client reviews and the administration of the firm's online presence and reputation.
• Assisting with the maintenance of the firm's website, online profiles and directory information.
• Supporting events, referral relationships and other business-development initiatives.
• Maintaining accurate records relating to enquiries, consultations, follow-ups and outcomes.
• Providing information to management concerning enquiry levels, consultation bookings, outstanding follow-ups and conversion of enquiries into consultations.

Providing general administrative assistance in relation to prospective clients, marketing and business development as reasonably required.

Qualifications

The successful candidate should have:

• Excellent telephone and interpersonal skills.
• Excellent written and verbal communication skills.
• Strong computer literacy, including proficiency in Microsoft Word, Outlook and related applications.
• Excellent organisational skills and attention to detail.
• The ability to manage and follow up multiple enquiries efficiently.
• A professional, approachable and client-focused manner.
• The ability to communicate sensitively with individuals who may be experiencing difficult workplace situations.
• Confidence in speaking with prospective clients and explaining the firm's services and processes.
• An interest in social media, marketing and business development.
• The ability to prepare straightforward, professional social media and online content.
• A proactive approach and willingness to take ownership of prospective-client follow-up.
• Appropriate discretion and an understanding of the importance of confidentiality.

Previous experience in a law firm, professional services environment, customer service, client intake, sales or business development would be an advantage but is not essential.

The Opportunity

This role represents an excellent opportunity for someone interested in developing experience within a specialist legal practice while working in a position combining customer care, relationship management and business development.

The successful candidate will gain significant exposure to how a specialist employment-law practice operates and to the issues that lead individuals and businesses to seek employment-law advice. However, the focus of the position will be on ensuring that every prospective client receives an excellent experience when engaging with the firm.

The successful candidate will also have an opportunity to contribute to the continued development of the firm's client intake processes, online presence, social media activity and wider business-development strategy.

The position offers the opportunity to work remotely, subject to the operational requirements of the firm, together with considerable flexibility. The successful candidate may also be afforded appropriate tuition or professional-development support where relevant to the role.

For further information or to apply, please email contact@crushell.ie.

Job Type: Full-time

Pay: €29,000.00-€34,000.00 per year

Benefits:

• Additional leave
• Bike to work scheme
• Employee assistance program
• Flexitime
• Work from home

Education:

• Bachelor's (required)

Work Location: Hybrid remote in Dublin, County Dublin