Onboarding Co-ordinator

Onboarding Co-ordinator

Job Title

Reports To

HR & Operations Director

Location

Bumpers Farm

Employment Type

Full time

Working Hours

35 hours

Salary

£28k - £33k

The Onboarding Coordinator is responsible for managing the journey from a prospective client's initial enquiry through to their first consultation with the firm.

Working primarily with enquiries received through the firm's website, social media and other digital channels, the role combines excellent client service with a proactive, sales-focused approach. The successful candidate will engage with prospective clients, understand their needs, explain the firm's services and encourage them to book a consultation with the appropriate lawyer.

Once a consultation has been booked, the Onboarding Coordinator will take ownership of the pre-consultation process, ensuring that all required regulatory and client due diligence documentation is completed and payment is received before the consultation takes place.

This is an important role in the client journey and will directly contribute to improving enquiry conversion, client experience and the efficient onboarding of new clients

Managing New Enquiries

·     Take ownership of new enquiries received through the firm's website, social media, email, telephone and other channels.

·     Respond promptly and professionally to prospective clients.

·     Establish an understanding of the prospective client's circumstances, requirements and likely legal needs.

·     Identify suitable services and the most appropriate lawyer or team for the enquiry.

·     Follow up enquiries proactively where a consultation has not yet been booked.

·     Maintain accurate records of enquiries and outcomes;

·     Monitor source, enquiry conversion rates and identify opportunities to improve the client journey.

Consultation Conversion

·     Take a confident and proactive sales approach to converting enquiries into consultations.

·     Explain the benefits of an initial consultation and the value the firm can provide.

·     Handle questions and objections around fees, timing and the consultation process.

·     Discuss consultation fees and payment requirements clearly.

·     Secure bookings and ensure that prospective clients understand what happens next.

·     Follow up with prospective clients who have expressed an interest but have not yet committed to a consultation.

·     Work towards agreed conversion and onboarding targets.

Client Onboarding

·     Take responsibility for the onboarding process once a consultation has been booked.

·     Collect identification and other information required for AML, KYC and regulatory compliance.

·     Ensure that required documentation is completed accurately and within the appropriate timescale.

·  Collect payment for consultations and ensure that payment has been received before the consultation takes place.

·     Liaise with lawyers and other colleagues to ensure they have the information they need ahead of the consultation.

·  Identify any missing or incomplete information and proactively resolve issues before the consultation.

·     Ensure that the client journey from enquiry to consultation is smooth, professional and consistent.

Client Experience

·     Provide a warm, reassuring and professional first point of contact for prospective clients, many of whom may be contacting the firm at a difficult or stressful time.

·     Communicate clearly and sensitively while maintaining a commercial focus.

·     Ensure prospective clients feel listened to and understand the next steps.

·     Deal confidently with queries while recognising when an enquiry should be escalated to a lawyer.

·     Maintain confidentiality and handle personal and sensitive information appropriately.

Administration & Reporting

·     Maintain accurate and up-to-date records on the firm's systems.

·     Track enquiries, consultations, payments and outstanding onboarding requirements.

·     Provide regular reporting on enquiry volumes, conversion rates and onboarding performance.

·     Identify recurring issues or barriers within the onboarding process and suggest improvements.

·     Work closely with the wider team to understand the source and quality of new enquiries.

·   Work closely with fee earners and operational colleagues to continuously improve the client journey.

Required Qualifications and Experience

·     Experience in a client-facing, sales, customer service, business development or onboarding role.

·     Excellent verbal and written communication skills.

·     A confident and engaging telephone manner.

· Comfortable having commercial conversations about fees and converting enquiries into appointments.

·     Strong organisational and administrative skills.

·     Excellent attention to detail.

·     Ability to manage multiple enquiries and competing priorities.

·     Confident using Microsoft Office systems including Excel.

·     Professional, discreet and able to handle confidential information.

·     A proactive approach with the ability to follow up and progress enquiries without being prompted.

·     Comfortable working towards measurable targets and KPIs.

Preferred Qualifications and Experience

·     Experience working within a law firm or professional services environment.

·     Knowledge or understanding of family law.

·     Experience of working with legal enquiries or prospective clients.

·     Understanding of AML/KYC and client onboarding requirements.

·     Experience using legal case management or CRM systems.

·     Previous experience in a legal client onboarding, legal secretary, paralegal, client services or business development role.

Skills and Competencies

·     Commercially minded – understands that great client service and business development go hand in hand.

·     Confident – comfortable speaking to prospective clients and discussing fees.

·     Empathetic – understands that family law clients may be contacting the firm during highly emotional periods.

·     Proactive – follows up and takes ownership rather than waiting for things to happen.

·     Organised – able to keep track of multiple prospective clients and outstanding actions.

·     Detail-focused – understands the importance of accurate regulatory documentation.

·     Persuasive – able to convert enquiries through understanding the client's needs and demonstrating value.

·     Team-focused – works effectively with lawyers, and the wider operations team.

·     Resilient – comfortable handling enquiries where prospective clients may be distressed, uncertain or challenging.

·     Client-focused – recognises that the onboarding experience is the beginning of the firm's relationship with the client.

Key Performance Indicators (KPI's)

• Enquiry response times.
• Enquiry-to-consultation conversion rate.

·     Consultation booking rate.

·     Consultation payment completion.

·     Completion of regulatory/onboarding documentation prior to consultation.

·     Number/value of consultations generated.

·     Client feedback and experience.

·     Accuracy of onboarding records.

·     Follow-up activity and conversion of previously unconverted enquiries.