Service Area: Reception/Help Desk & Business Development Dept

Directorate:

Team: Client Care Team

Address: AMT Lawyers, 26 Wellington Street St Johns, Blackburn, BB1
8AF

Salary Grade: £6.00 per hour (+ bonus package available).

Post Reports to: Head of Business Development

Post Responsible for: Reception/Help Desk & Client Care Department

Main Purpose of the Job: Reception/Help Desk & Client Care Department

Job activities: Summary of Responsibilities and Key Areas:

PRINCIPAL DUTIES & RESPONSIBILITIES:

Receptionist & Business Development Team
A brilliant Apprenticeship opportunity has arisen within our Reception & Business Development Department at our Head
Office in Blackburn. This is a unique Hybrid Role which involves leading our Reception Team and also to be an integral part
of our Business Development department.

The ideal candidate will have excellent communication skills via telephone and in person. Furthermore, it will be
important for the candidate to be organised and have the ability to multi-task various tasks at the same time. We seek to
employ an Apprentice which is committed, dedicated and consistent in all tasks set. Punctuality and attendance are also
extremely important for this role as it requires a physical presence within the offices at all times due to the level of
responsibility.

A non-exhaustive list of the tasks which will be included within this role have been listed below:

1. Excellent Communication Skills and Presentation based at the Reception Desk of the offices.
2. All Receptionist Duties including telephone calls, dealing with incoming clients, organising the post (internal and
external), housekeeping etc.
3. Client Care and Business Development duties:
– Regular business to business communication via telephone with current clients and potential new clients.
– Target driven tasks to enhance and develop the firm’s new business within areas of specialism i.e. Residential Conveyancing.

1. Progression:

If the candidate is able to showcase the abilities mentioned above, the role will involve progression by the person
obtaining more responsibility in maintenance and management of the firm in regards to Client Care, Marketing and
Business Development. This will also be reflected financially via a salary increase.
2. Problem Solving/Creativity/maintaining standard

• Respond to issues requiring a good understanding of work-area policies and procedures.
• Resolves complex problems in a thorough and timely manner; use discretion and know who to go to in order to

resolve issues and complete tasks.

• Take a moderate level of accountability in the delivery of services offered by AMT Lawyers.
• Analyse and interpret a variety of situations and determine the most appropriate course of action.
• Use appropriate tools available to undertake the task as efficiently as possible
• Use relevant information from various sources to solve problems that impact own work area
• Update manuals/procedures and provide training to paralegals where appropriate
• Prioritise work
• Work as part of a team understanding and focusing on how the role supports the team’s and department’s priorities
• Work with colleagues to co-ordinate, develop, improve and work to Lexcel standards.

3. Responsibility and accountability

• Responsible for the receipt and acknowledgment of queries with appropriate tracking and response
• Responsible for prioritising work
• Responsible for supporting others.

4. Communication

• Interpret and communicate established processes and procedures to a range of audiences
• Convey information/advice to others that can be complex in nature and oversee implementation of any action
• Share information, verbally and in writing, in a clear and concise manner.
• Tailor communication to different audiences and clients.

5. Decision Making

• Obtain necessary level of information to inform decision making guided by general instructions and practices requiring

interpretation.

• Articulate when necessary how decisions have been reached
• Provide advice and feedback to support other’s decision making
• Automatically make decisions on routine issues
• Follow departmental procedures.
• Exercise confidentiality in relation to personal and sensitive information based on AMT Lawyers policy and procedures.

6. Knowledge & Skill

• Detailed knowledge and understanding of own work area and how it impacts wider operations within AMT Lawyers.
• Ability to use the appropriate system in place applicable in the service area with specific support and training
• Keep up to date with issues relating to the work of the team and department
• Proactively research information from a range of different sources, internally and externally to help inform own knowledge

to benefit the work of the team.

• Develop expertise in a range of areas and practice within the firm.
• Personal Health and Safety in the workplace

8. Innovation and Flexibility

• Ability to transfer skills to a range of service areas with specific support and knowledge available.
• Ability to pick up variance in approaches within specific support and knowledge provided.
• Ability to consider better ways of delivering support, communicating this as a proposed change
• Willingness to comply with the Solicitors Regulation Authority rules as well as the practice policies and procedures whilst

maintaining flexibility in the work completed and personal mind set.

Additional duties:
To work positively and inclusively with colleagues and customers so that AMT Lawyers provide a quality service and additionally to
deliver services that do not discriminate against people on the ground of their age, sexuality, religion or belief, race, gender or
disabilities.

To fulfill personal requirements, where appropriate, with regard to AMT Lawyers policies and procedures, health, safety and welfare,
customer care, emergency, evacuation, security and promotion of the firm’s priorities. Maintaining and upholding the firm’s
reputation whilst dealing with all aspects of the role.

To work flexibly in the interests of the service. This may include undertaking other duties provided that these are appropriate to the
employee’s background, skills and abilities. Where this occurs, there will be consultation with the employee and any necessary
personal development will be considered.