This is an exciting opportunity to join Monaco Solicitors, a lively, innovative and rapidly expanding law firm with headquarters in London and offices across the country. The company operates both as a traditional law firm as well as an industry disrupter; with one eye on the future, we are constantly reimagining how tech will change the way the law is accessed and consumed. We specialise in employment law and are one of only a handful of law firms in the UK who solely represent employees (not employers).
Monaco Solicitors was recently shortlisted in the Law Society Excellence Awards for innovation in technology. We build genuinely useful tech products to assist clients in their search for justice.
Our mission is to make employment law more accessible to employees who are being poorly treated at work. We do this by sharing our extensive knowledge and experience on our website, explaining legal terminology and processes in plain English, and generally providing employees with tools and techniques so that they can better fend for themselves in disputes with their employer.
The Peckham office houses the product development and business teams. Due to an increasing workload, we are looking for a Customer Support Executive to join us.
The Role
Your primary role is to be the first point of contact for our clients, therefore a good telephone manner and the ability to deal professionally with clients and other stakeholders will be essential. In addition, you will also provide assistance across various business functions: Office Administration, Finance and Sales. You will play a pivotal role in the operation of the business and be fully involved in the day-to-day running of the office.
Telephone Responsibilities:
- Answer incoming telephone calls within 3 rings
- Provide information to callers about the kinds of service/support offered
- Elicit information from callers, e.g. about their employment law cases
- Provide first level (non-legal) initial guidance to callers about progressing their cases
- Keep a written log of all callers using the available CRM systems
- Follow-up callers if need be
- Deal with requests from clients who wish to make a card payment
- Undertake some telephone sales activity
- Occasionally carry out research into clients' and website users' experiences
Administrative Responsibilities:
- Receive and welcome visitors to the office on behalf of the firm
- Sort and distribute incoming post and collate/post outgoing documents/letters
- Record and bank cheques received
- Keep stock of office supplies and place orders for same as and when necessary
- Raise and pay invoices and track/keep records of same
- Compose and conduct (non-legal) correspondence with people who contact the firm and with users of the firm's websites
- Update and maintain records in a timely manner as appropriate (e.g. CRM system/holiday requests/rotas)
- Feedback any issues that you identify to the relevant person
- Arrange in-house and external events as required
- Assist with recruitment and training of staff as required
- Any other reasonable tasks appropriate to the job role
The Successful Candidate
We are looking for a reliable, self-motivated individual with strong customer service skills, a personable but professional telephone manner, excellent English verbal and written communication skills, with the ability to understand points of employment law. You will be able to work on your own initiative, to prioritise your workload and adhere to deadlines, whilst also being a good team player with a positive, can-do attitude and a keen commercial awareness. In particular you will have:
- At least 3 years’ proven experience in similar office role.
- Good working knowledge of Microsoft Office (Outlook, Word, Excel)
- CRM experience – preferably Pipedrive
- Strong IT skills e.g. Google analytics, updating website content or similar
- At least 1 year of invoicing experience – preferably Xero
- Excellent attention to detail
- Excellent professional, oral and written communication skills
- Patience and understanding to deal with anxious callers
- Respect for confidentiality and discretion
- A relevant qualification in business, administration, I.T. or similar (advantageous)
Benefits of joining Monaco Solicitors:
- 25 days annual leave plus bank holidays
- Pension contribution
- Office located in the heart of Peckham’s creative hub; Peckham Rye train station is a 5 min walk – desk to platform!
- Proximity to many bars and restaurants, plus fantastic views towards central London
- Regular team socials
- Gym membership
- Onsite yoga classes, table football and table tennis
- A chance to make a meaningful contribution to people’s lives
To Apply
Please send your C.V. and include a covering letter explaining why you are interested in joining Monaco Solicitors and what skills and experience you will bring to the role.