Job Description
This client-facing position requires someone who is confident, organised and hardworking, and the ideal candidate will demonstrate a keen desire to deliver excellence in customer service, becoming a key and trusted member of the Client Services team.
What you’ll be doing
- Serve as the first point of contact for the Client Services telephone line, ensuring all incoming calls are answered promptly and professionally.
- Oversee the Opus 2 Client Services Team shared email distribution list, monitoring incoming correspondence, and promptly highlighting urgent queries to the designated Case Manager to facilitate timely and effective responses.
- Receive comprehensive training to manage client enquiries directly, with clear escalation pathways in place for more complex or technical queries.
- Communicate directly and professionally with a range of stakeholders, including solicitors, barristers, judicial clerks, and court reporting teams.
- Manage the Client Support Portal, ensuring all submitted queries are appropriately triaged and escalated to relevant departments without delay.
- Process third-party transcript request forms, liaising with the Finance team to ensure accurate invoicing and that payment on account is received prior to distributing requested transcripts.
- Escalate enquiries as needed to departments such as Business Development, Solution Operations, Production, Software Engineering, and Technical Delivery to ensure the delivery of a seamless and high-quality client experience.
- Regularly monitor the Case Management Assignment board to ensure all tasks are allocated promptly to available Case Managers, supporting the smooth operation of daily workflows.
- Coordinate and manage international travel and accommodation bookings, ensuring all arrangements align with company policies and meet the logistical needs of staff and clients.
- Provide flexible support through a variety of ad hoc tasks to assist the Client Services team in maintaining smooth and efficient daily operations.
What we’re looking for in you
- Bright and engaging, with a willingness to learn and use initiative.
- Excellent verbal and written communication skills.
- Strong attention to detail, time management, and the ability to juggle tasks, adapt, and work under pressure.
- Proficiency in Microsoft Office applications.
- Team player with a flexible attitude to meet the changing needs of the business and our clients.
- Proven track record in a client facing or professional services role is desirable but not essential.
Hours
- 9:00- 17:30 Monday to Friday.
- Remote work outside of these hours, including at weekends, may be required.
Working for Opus 2
Opus 2 is a global leader in legal software and services, trusted partner of the world’s leading legal teams. All our achievements are underpinned by our unique culture where our people are our most valuable asset. Working at Opus 2, you’ll receive:
- Contributory pension plan.
- 26 days annual holidays, flexible working, and length of service entitlement.
- Health Insurance.
- Employee Assistance Programme
- Calm and Mindfulness sessions.
- A day of leave to volunteer for charity.
- Accessible and modern office space and regular company social events.
