Client Engagement Manager

Client Engagement Manager / Para legal Do you want to brighten up our client’s day by helping find them solutions to their business challenges or personal legal requirements? The award-winning team at Blackstone solicitors are looking for such individuals. Driven by wanting to make a difference for our clients, our team, and our community. We are looking to recruit energetic, enthusiastic, and ambitious individuals who gain satisfaction by finding solutions for people. We are looking for new members of the Blackstone team who will be responsible for the engagement we have with our clients, nurturing them through the journey from the initial contact to conversion into a new client and then through a lifelong relationship with us. The role is a key component of the team delivering our vision, and our desired growth along with contributing to the overall happiness of our clients and our team. You will be the first point of contact for all new prospective clients who contact the business (by phone, webforms, webchat, referrals, social media). You will be responsible for the initial engagement with our clients which will shape their views and perception of our service. You will identify the clients’ potential legal requirements and where appropriate, coordinate the engagement with our solicitors who will provide the client with a potential way forward. You will drive this engagement working with our solicitor teams on contentious and non-contentious legal request, through to conclusion with the client either becoming a fee-paying client or leaving us with a positive perception and an affirmation to return to us if they need legal support again. You will report directly into the Commercial Director and work alongside him and the Marketing Director and the Partners, on delivering the marketing/sales strategies of ‘attract, engage, convert, service and retain’ strategies. You will assist in shaping and evolving our retention initiatives including the ongoing engagement with clients to drive awareness and future use of other Blackstone legal services or to recommend us to other businesses, family and friends. You will become a well-rounded legal engagement manager and / or para-legal gaining experience in how we provide legal solutions to clients, in sales and conversion skills, in client handling and engagement, all desirable skills to develop your career path in Blackstone and beyond. We applaud and look for individuals wanting to get involved in how we get better in doing everything we do and continuously improve and grow as a team and person. Roles and requirements • You will ideally have a law degree or similar or have experience working in a solicitors practice or the service sector · You will ideally have experience in Customer Service but more importantly be a good listener and able to assess the client’s needs. • You like to be highly organised, you like processes and you like to pay attention to the detail. • You will have a communication style that is clear, persuasive, engaging, gentle but directive. • You will be able to demonstrate a professional approach to all enquiries. • You have a happy, positive, and calm demeanor and can make people feel at ease. • You will be tenacious and determined. You will follow up on every client enquiry and you will keep abreast of the progress of enquiries passed on to our solicitors. • You have experience with MS Office and have computer literacy skills. Ideally you will have experience of a CRM platform. • Attractive overall package with competitive salary and incredible benefits (See the benefits in the appendix. Salary on application). Key Responsibilities: 1. Lead Qualification & Engagement • Qualify incoming leads by assessing their legal needs and determining whether they align with the services Blackstone provide. • Promptly engage with prospective clients through phone calls, emails, or other channels, to establish rapport and identify initial requirements. • Develop a clear understanding of each lead’s legal challenges to outline the next steps in which Blackstone can help them or if not sign post them to alternative methods to potentially help them. 2. Engage Strategy & Client Conversion • Use consultative techniques to educate prospects on the value of the firm’s legal services, emphasizing benefits and solutions tailored to their situation. • Proactively manage the lead pipeline, working with the solicitors to follow up with leads to address concerns, clarify legal options, and move the appointing us. • Overcome objections by demonstrating the firm’s expertise, competitive advantage, and track record of success in similar legal cases. 3. Client Relationship Management • Maintain consistent communication with potential clients, ensuring that they feel supported throughout the decision-making process. • Build long-term relationships by providing transparency, honesty, and clarity in all interactions, positioning Blackstone as a trusted legal partner. • Track and update client interactions using CRM tools, documenting progress and feedback to improve future outreach efforts. 4 . Collaboration & Reporting • Collaborate with our solicitors and the marketing team to continuously improve our client engagement. • Report on conversion rates, lead performance, and lead progress to the Commercial Director and Heads of departments, recommending improvements for lead generation or conversion tactics. Key Traits for Success: • Persuasiveness: The ability to influence and convince prospective clients to act and appoint Blackstone. • Empathy: A keen understanding of clients’ pain points, allowing for better tailored solutions from our solicitors that will resonate with their specific legal challenges. • Resilience: Client engagement and lead conversion can involve rejection; the individual must have the persistence to follow up and move past setbacks. • Adaptability: The legal requirements of our clients are very individual, so broadening your understanding of our legal services and the solutions that could be offered working with our solicitor teams to meet the client needs is critical. • Integrity: Trust is key in the legal industry and here at Blackstone, the legal engagement manager /para legal must build credibility and foster a reputation of honesty and transparency. This role is essential for ensuring that leads do not fall through the cracks, helping Blackstone expand its client base while maintaining high levels of service and professionalism.