Polish-Speaking First Response Call Handler / Receptionist / Admin – Legal Customer Service Hybrid · Eccles, Manchester · Full-time

Start every client journey on the right note
At Optimal Solicitors we combine a welcoming, people-first culture with truly first-class customer service. Every day our First Response team is the front door for new personal-injury, family-law and civil-litigation enquiries from the UK’s Polish community and beyond. If you love talking to people, thrive in a busy call-centre / reception / admin setting and want to build your future in a modern law firm, we’d love to hear from you.

The vacancy
This is a permanent, hybrid role - split your week between home and our spacious Eccles office, using the latest telephony and case-management software to keep calls and data running smoothly. You don’t need formal legal training, but you must be keen to work with law in a call-centre environment.
We take career development seriously. As an SRA-approved training provider we offer clear routes forward, and many of our paralegals and trainees started right here in First Response.
Previous call-centre, customer-service or legal experience is desirable, not essential. Fluent Polish is essential.

Duties
Working as part of our First Response team, your main duties will include:
•  Handling incoming calls from clients and third parties in Polish and English
•  Dealing with client instructions efficiently and taking personal responsibility for each enquiry through to a satisfactory conclusion
•  Obtaining and verifying contact details and case information with speed and accuracy
•  Transferring calls or booking call-backs with the relevant legal department
•  Provide occasional front-of-house cover and admin support when necessary.

Skills / Qualifications
•  Excellent typing, communication and organisational skills
•  Personable, friendly manner and genuine enjoyment of speaking with people
•  Computer-literate with a keen eye for detail; able to work calmly as part of a team under pressure
•  Availability to work a rotating shift pattern 08:00-18:00, Monday–Friday

Why choose Optimal?
•  Hybrid working & flexi hours in a supportive, friendly team
•  31 days’ leave (including bank holidays and Christmas shutdown) plus half day for your birthday off
•  Option to buy 5 extra days and earn length-of-service bonuses
•  TOIL, casual dress, regular socials and an inclusive culture that values every voice
•  Clear internal pathways—many colleagues have progressed from First Response to paralegal and trainee roles

Ready to pair great customer care with top-class legal service? Apply today and become the voice that starts every Optimal Solicitors success story.
Offers subject to reference and Right-to-Work checks. Please tell us if you need any adjustments during recruitment.