Client Concierge (Former EA Background Preferred)

Overview:

We are looking for a proactive and service minded individualto serve as the central point of contact for clients. This role aims to enhance customer service quality by ensuring clients receive prompt, reassuring, and accurate information while allowing our professionals to focus on their legal work. The ideal candidate has an unflappable nature and the ability to solve problems thoughtfully. Composure is what we want clients to feel.

Key Responsibilities:

• Act as the first point of contact for clients

• Handle demanding client interactions with a positive, can-do attitude

• Quickly locate information and provide timely updates or reassurance to clients - and feed back to improve the product so that information is designed around your role

• Maintain strong communication between yourself and internal teams, to aid your abilities to reassure clients

• Ensure clients receive a smooth and efficient experience end-to-end

• Log client queries, follow up when needed, and ensure closure

• Escalate complex legal matters internally to the appropriate conveyancer

• Support workflow efficiency by reducing direct client interruptions to conveyancers

Desired Skills & Experience:

• Previous experience as an Executive Assistant or similar

• Strong communication and interpersonal skills

• Ability to remain calm and solution-oriented with demanding clients

• Excellent information handling and multitasking skills

• Proactive mindset with a focus on service quality and efficiency

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What Success Looks Like:

• Clients feel informed, reassured, and supported

• Faster response times and improved overall client satisfaction

• Professionals can focus their training and workload on legal tasks

• A more streamlined communication flow within the business