Legal Assistant
KP Law
liverpool, england, United Kingdom
The Firm Established in 2020, KP Law (previously Keller Postman) is a specialist litigation boutique, focussing on collective redress. The firm has around 100 employees across offices in London, Liverpool, Birmingham, and Manchester, representing over 200,000 individual clients across a range of cases in areas such as product liability, competition, worker rights, data breach and privacy and financial services. The firm s ethos is to combine the best legal talent with a strong operational and technological platform to enable its clients to pursue cases that could not otherwise be brought against large corporates as a result of their wrongdoing. Uniquely, KP Law is owned and fully financed by a recognised UK litigation funder (Asertis). All of its cases are for claimants and carried out under contingent fee agreements at no cost or risk to its clients. KP Law was ranked Tier 1 for Group Litigation: Claimant in The Legal 500 UK Guide 2024. This follows our success in 2023 where we received a commendation for Litigation Boutique Firm of the Year at The Lawyer Awards 2023 and won the Race Equality Initiative of the Year at the 2023 Women & Diversity in Law Awards. The Role As a Legal Assistant (CST), your role will include, but is not limited to: Dealing with inbound client queries, primarily over the telephone but may also include email, website and social media enquiries. Providing updates to clients on the status of the case in a timely and accurate manner. Acting as a first point of resolution for client complaints and escalating through the appropriate channels where you are unable to resolve. Updating and maintaining client information, including notes from calls and other points of communication, in the relevant systems. Working closely with other members of the operational and legal teams to ensure seamless communication and client satisfaction. Participating in team meetings and contribute to process improvements related to client services. Working Patterns: 2 shifts Monday to Friday 9.00am 5.30pm or 11.30am to 8.00pm . 1-2 Saturday shifts per month. You will be required to travel to our Liverpool and Manchester Offices Person Specification Experience Previous experience of working in a customer service role within a law firm or regulated environment such as financial services. Previous experience of providing client service via telephony, email, and social media channels to the public. Experience of using case management / CRM / client databases or systems. Skills Client-centric approach with the ability to understand different client needs and deliver the right solution. Exceptional verbal and written communication skills. Calm and patient under pressure with the ability to deal with difficult and sensitive situations in an appropriate manner. Highly organised with strong attention to detail. Able to work effectively as part of a team and under your own initiative. Continuous improvement mindset with a willingness to embrace change. Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced dynamic environment with consistently high levels of performance. Strong problem-solving skills willing to think logically and provide solutions, even when dealing with issues which are novel. MS Office skills in Word, Outlook, PowerPoint and Excel Equal Opportunities Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well-being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues. This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation, or religious beliefs. Previous experience working as a Senior / Specialist Customer Service role in a client focused or similar environment. Previous experience of working in Personal Injury/Clinical negligence or healthcare / medical role is critical Previous experience of providing client service via telephony, email, and social media channels to the public. Experience of using case management / CRM / client databases or systems. Skills Client-centric approach with the ability to understand different client needs and deliver the right solution. Ability to communicate clearly and concisely to deal with difficult and sensitive situations in an appropriate manner. Highly organised with excellent planning skills and strong attention to detail. Outstanding analytical, innovation, critical thinking, and problem-solving skills. Excellent communication and interpersonal skills with the ability to work effectively as part of a team and under your own initiative. Continuous improvement mindset with a willingness to embrace change. Highly self-motivated with the ability to meet multiple, tight deadlines in a fast-paced dynamic environment with consistently high levels of performance. Unfazed by new issues / problems willing to think logically and provide solutions, even when dealing with issues which are novel. MS Office skills in Word, Outlook, PowerPoint and Excel Our Values At KP Law, we pride ourselves on being a values-led law firm. This means: We do what we say we will do (both individually and collectively). We are transparent and honest. We always put our clients first. We treat everyone with respect. We are professional. We listen to feedback and strive for continual improvement. Our Benefits We offer an attractive benefits package, that employees value, no matter what stage of their career they are in. Current benefits include: Annual discretionary bonus scheme Company contributory pension scheme Hybrid working Life assurance Cash-back healthcare scheme Enhance family friendly polices Employee Assistance Programme Subsidised gym membership Cycle to Work scheme Staff referral scheme