The main role of the Client Care Assistant is to assist the Client Care Partner with general administrative tasks to enable the client care team to meet its core objectives. The role will also involve assisting the Risk & Compliance Department with administrative tasks on an ad-hoc basis. The client care team sits within the Risk & Compliance Department which incorporates the following sub-departments:

Audit and File Management

Regulatory Compliance

Data Privacy

Client Care

Main responsibilities:

• To ensure that email queries are monitored to ensure responses in line with our SLAs 
• To undertake the filing of email queries and physical documents onto central spreadsheets
• To assist with telephone duties including receiving and recording telephoned complaints where required
• To assist with the administration of the firm’s client care standards and complaints handling processes to include but not limited to: - Acknowledging complaints - Managing client expectations, - Collating information from clients and fee earners to assist in complaint investigations
• To ensure the accurate logging and monitoring of complaints
• To assist in the collating of data for reports by maintaining accurate records g. To undertake general administrative and clerical support where necessary
• To undertake any other tasks reasonably requested
  

Skills and experience and qualifications Required

• Qualifications Good MS Word and Excel skills
• Customer service experience; Preferably previous experience of working in a professional office.
• Strong attention to detail
• Strong organisational ability
• Good communication skills, both written and spoken; Ability to work under pressure
• Ability to remain calm