Role: Client Services Advisor
Place of Work: Glasgow, City Centre (Hybrid – 3 days office / 2 days home after training)
Contract Type: Permanent, Full-time (35 hours)
Working Hours: Monday – Friday, 9am – 5pm
Jones Whyte is proud to have been recognised as Scottish Top Employer of the Year at The Herald and s1jobs Top Employer Awards 2025. This award reflects our commitment to creating a workplace where people thrive, one that values career development, wellbeing, inclusivity, innovation, and community impact.
As we continue to grow, we are looking for a Client Service Advisor to join our Client Services department. There are two roles available, one within the Family and the other within the Private Client. This is an exciting opportunity for someone who enjoys building relationships with clients, delivering exceptional service, and working in a supportive, high-performing team environment.
The Role
At Jones Whyte, we provide clear, personalised legal advice to help our clients protect what matters most. We are seeking two Client Service Advisors; one to support clients with the annual review of their Trusts and another to handle all Family enquiries, acting as a key point of contact throughout the process.
In these roles, you will guide clients through the Trust review or Family process; helping them understand the process and assisting them in booking appointments with our legal team. You will act as the link between our legal experts and the clients who rely on us for trusted advice.
This is a client-facing, predominantly phone-based role suited to someone who is confident engaging with clients, able to build rapport, and comfortable working in a regulated legal environment whilst empathising with clients at what can be a difficult time in their life.
The role also includes a performance element, with success measured through both service quality and achievement of agreed activity targets, such as client contact levels, appointments booked, and Trust review conversions.
Full training, structured onboarding, scripts, and ongoing support will be provided to help you succeed while maintaining a high-quality client experience.
After completing initial office-based training, the role will move to a hybrid working model (3 days in the office, 2 days from home).
Key Responsibilities
- Act as the first point of contact for clients with existing Trusts or Family matters
- Proactively contact clients to discuss their matter and arrange appointments
- Build rapport with clients while clearly explaining the importance of keeping Trust arrangements up to date
- Promote services and identify opportunities to support clients with related services where appropriate
- Work towards agreed contact, booking, and conversion targets while maintaining excellent service standards
- Maintain accurate client records within the case management system
- Respond to client queries in a professional, clear, and empathetic manner, often discussing sensitive family or financial matters
- Record activity and outcomes accurately to support reporting and performance tracking
- Collaborate with the Legal Team to ensure a smooth handover of clients into the review process
About You
We are looking for someone who is client-focused, organised, and confident communicating with clients.
Essential:
- Previous experience in a client service, legal support, professional services, or target-driven advisory role
- Experience working in a fast-paced contact centre or phone-based environment, with a track record of achieving targets
- Excellent communication skills with the ability to explain complex information clearly
- Comfortable working towards individual and team performance targets
- Strong organisational and administrative skills with excellent attention to detail
- Ability to manage multiple tasks and prioritise effectively
- A professional, empathetic, and patient approach when assisting clients
- Confident using CRM systems, case management systems, and Microsoft Office
- Understanding of client confidentiality and data protection
Desirable (but not essential):
- Experience or interest in Trusts, Estate Planning, Wills, Private Client or Family work
- Experience working in a regulated environment (legal, financial services, or similar)
Company Benefits & Perks
- Competitive salary
- 26 days annual leave + 8 bank holidays
- Holiday Loyalty Scheme and Buy & Sell Holiday Scheme
- Company Pension Scheme
- Company Bonus Scheme
- Enhanced Maternity and Paternity Benefits
- Modern, renovated central Glasgow office
- Company Staff Referral Scheme
- Wellbeing Support
- Annual Company Day Out and quarterly team events
- Early finish on your birthday