Enquiries Assistant

We are pleased to offer an exciting opportunity for an enthusiastic individual to join our New Enquiries Team based at our Head Office in Northwich, Cheshire.

This role is ideal for someone who thrives in a busy, client‑focused environment. You will engage with clients primarily over the telephone, building rapport quickly and ensuring every interaction creates a positive and lasting first impression.

As the initial point of contact with the firm, you will play a key role in delivering exceptional customer service aligned with our ‘Committed to Excellence’ values. Previous telephone-based experience is essential.

Reporting to Marsha Pearson, Partner, you will be central to the firm’s client journey, promoting and securing legal services for both new and existing clients while consistently championing high service standards.

Due to the fast-paced and demanding nature of the position, this is a full-time role of 36.25 hours per week, worked Monday to Friday. Experience or knowledge of legal or related professional services would be advantageous, although full training will be provided.

Closing date is Friday 6th February 2026.

Other candidate Information

• The role will be based at our Northwich office in Cheshire but there will be a contractual requirement to work at any of our Cheshire offices.
• Conveyancing experience preferred but not essential as full training will be provided.
• Any offer is conditional upon receipt of a satisfactory reference, a basic DBS check, Social Media Check, Employee Credit Check, Sanctions Check and a check with our Regulatory Body
• Poole Alcock is an equal opportunities employer and intends to treat everyone equally regardless of disability, race, sexual orientation, age or marital status.

Responsibilities

Key Accountabilities:

• To be the first point of contact for new enquiries, providing an excellent first impression with the goal of converting every new enquiry into a new client instruction.
• To follow up on all new enquiries received throughout the firm to convert enquiries.
• To collaborate with colleagues throughout the firm to ensure efficiency of new enquiry handling, follow up activity and accuracy of data
• To actively seek to create positive working relationships with colleagues across all offices and departments.
• To accurately record all new enquiry and conversion data and to monitor ongoing accuracy of data provided, amending and updating where required.
• To ensure up to date knowledge of the various departments, including staffing, locations and services offered
• To seek out opportunities with existing clients who have a need for further legal services, upselling and co-ordinating contact with relevant legal teams.

Administration of client satisfaction

• Listen to and empathise with clients in order to resolve any issues they have faced and to leave them with a positive impression of the firm.
• Escalate any client care issues to line manager
• To have a good understanding of the SRA Code of Conduct Chapter 1 and Lexcel standards relating to client care

Maintaining up to date and accurate client contact records and databases

• To utilise various case management systems and databases (including but not limited to Leap, Redview & Perfect Portal) to manage/update prospective client, client and referrer contact data and communication record
• Additional leave
• Enhanced maternity leave
• Free flu jabs
• Free parking
• On-site gym
• On-site parking

Experience

The successful candidate will be able to demonstrate the following skills:

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• Team Player
• Excellent professional telephone manner
• Desire to exceed client expectations
• Skilled in the use of IT
• Be organised with good time management
• Attention to detail and accuracy
• Ability to follow instructions
• Self-motivation
• Good use of initiative
• Ability to work to deadlines and under pressure
• Excellent verbal and written communication
• Ability to handle complex information
• Ability to communicate with people at all levels
• Respect for confidential information
• Positivity and enthusiasm

Benefits include:

How to apply

If you would like to apply for the above role, please download and complete both our application forms and separable monitoring form by clicking the buttons below.

Once complete there are three ways to apply:

Via our Contact Form
Please complete the below contact form and upload your CV, application form and separable monitoring form.

By email
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