New Client Enquiry Coordinator - Express Solicitors : Job Details

About us

Established in 2000, Express Solicitors is an award-winning law firm that deals with personal injury and clinical negligence claims. Based in Manchester, we serve clients nationwide and are currently ranked 70 out of more than 10,000 law firms. We have a 5-star rating on Trustpilot from over 7,000 reviews, which coming from our clients means a lot to us. We are proud of the work we do helping injured people, and this is the core of our business. We have recently been awarded Outstanding to work for by Best Companies 2025.

Role:

Start Date: 1st September 2025

Location: South Manchester (M22 4SN) / Hybrid (50% remote after probation)

Salary: £13.13 per hour uncapped commission (avg. £200/month, with top performers earning £300 - £400)

As the first point of contact, you'll play a vital role in welcoming new clients and guiding them through the early stages of their legal journey. You'll handle enquiries via phone and email, ensuring each person feels cared for, listened to and understood.

This position offers a fantastic opportunity to join a supportive and fun team, with clear paths for career progression-over 50% of our Specialist Team hires are internal promotions, 14 of which were promoted within the last 12 months!

Responsibilities:

• Deliver a 5-star client experience from the first contact
• Respond to enquiries by phone and email with professionalism and empathy
• Gather essential information to assess the validity of claims
• Maintain accurate client records using our case management system
• Collaborate with a high-performing team to ensure every enquiry is handled efficiently

Person Specification:

• Outstanding communication and listening skills
• Confidence in handling sensitive conversations
• A friendly, professional, and proactive approach
• Strong IT and organisational skills
• A desire to learn, grow, and succeed
• Ability to build rapport and gain client commitment
• A team player mindset

Salary, Hours & Benefits:

• Base salary of £13.13 per hour uncapped commission (avg. £200/month, with top performers earning £300 - £400)
• 23 days holiday, rising to 26 days
• Time in lieu for any bank holidays worked
• Extra day's holiday for your birthday after 2 years' service
• 3 holiday buy backs per year after 1 year of service
• Private medical insurance after 2 years' service.
• Enhanced Maternity leave payment if you have over 1 year's tenure, further enhanced at over 4 years' service.
• Death in service
• 24/7 onsite Gym access
• Netball/Football team, 10km Manchester team and more
• Thriving social calendar with team events and firm-wide socials
• Employee Assistance Programme & Diversity & Inclusion initiatives
• Ongoing training and development for long-term career growth

Working Days:

Shifts will follow a rotation of early and late shifts during the week as below.

• Early Shift: 08:30 - 17:00 (8:30 - 16:30 on Friday)
• Late Shift: 12:00 - 20:00 (11:30 - 19:30 on Friday)
• Weekends/Bank Holidays: 10:00 - 18:00 (1 day in 3 weekends with time off in lieu)

Recruitment Process:

Interviews will be conducted by MS Teams and will include scenario-based questioning.

Our employees are our most important asset, we rate skill and ability above all else and our recruitment policy encourages applications from all.

Please send a CV and covering letter by clicking APPLY.

Candidates with the relevant experience or job titles of; Enquiries Assistant, Technical Support Assistant, Enquiries Advisor, Front of House Assistant, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Assistant may also be considered for this role.