Legal Call Assistant

Company: Lime Solicitors
Closing date: 24/09/2021
Term: Permanent
Working hours: Full-time
Team: Managed Legal Services - Lime + Corclaim
Location: Birmingham
Let us introduce ourselves…

Let us introduce ourselves…

It is the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams; together we win.  As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do!   

We believe in trusting our people to make the right decisions for themselves from how you dress to how, when and where you work – we focus on outputs.

Want to find more about our amazing benefits?

The team:

Our Litigation Services & Dispute Resolution group has a long-standing experience of working with some of the most successful and influential businesses in the UK and also internationally. Our specialist teams combine expertise with a sound understanding of the commercial landscape to provide exceptional solutions for every aspect of our clients’ corporate requirements.

Lime Solicitors is a trading name of Shakespeare Martineau and specialises in legal services for individuals. Lime Solicitors are one of the UK’s leading Personal Injury, Clinical and Medical Negligence, Industrial Disease and Defective Product compensation claims teams and has expanded to include Will Disputes and Professional Negligence.

This role is based within the Managed Legal Services (MLS) Lime Team. The team support individuals who have been injured in an accident, let down by a medical professional or have a dispute regarding a will.

The role:

Are you a team player with a great attitude? Do you have strong communication, organisational and customer service skills? Do you have some experience in a legal role? Or are you interested in developing a career within the legal industry and just need the chance to shine? If this sounds like you read on…

We have an exciting role available for a Managed Legal Services Handler to join our Managed Legal Services team. You’ll be trained up to provide administrative support for consumer matters to help the central Litigation Services and Dispute Resolution team.

All you need are the traits described above plus genuine enthusiasm to learn and we can show you the rest!


We are committed to providing a service to our clients between the hours of 8am and 9pm on Monday to Friday (inc. Bank Holidays), and 9am to 5.30pm on a Saturday and Sunday.  The standard working hours are 37 hours per week; once training has been completed, you will work to shift patterns to accommodate these hours on a rota basis. 

Your key duties will be:

  • conducting initial interviews for new consumer client enquiries; prioritising all inbound telephone calls and conduct follow up calls to maximise the level of client instructions
  • opening claims on the firm’s financial system and case management systems
  • corresponding to any new email / online enquiries within 15 minutes of receipt
  • completing initial ‘conflict of interest’ and ID checks
  • liaising with third-party suppliers, such as agents and experts providing pro bono advice
  • providing initial best costs advice to prospective clients, preparing retainer documentation and forms of authority following risk assessment and arranging cover where appropriate
  • using a case management system to process and progress queries and workflows
  • conducting ad hoc research to help understand the medical terms and procedures that may influence the risk assessment process
  • managing the rejection process for enquiries that fail fundamental risk assessment measures, such as jurisdiction, limitation etc.
  • recording and reporting on the present position for all enquiries and reasons for non-conversion
  • producing (where appropriate) file rejection correspondence, such as advice on limitation, seeking alternative legal advice, etc.
  • assisting with file closure procedures, such as archiving, collection of fees from ATE providers on failed cases etc.
  • assisting claims handlers with the processing of claims
  • drafting own correspondence and documents
  • sourcing witness questionnaires
  • answering telephone queries
  • processing incoming and outgoing post
  • maintaining data on Excel spreadsheets
  • having a clear understanding of the litigation process so that clients can attain an overview at the initial stages

Skills and experience you will have:

  • a minimum of 3 months’ previous work experience is essential
  • experience gained from within a sales, customer services, call centre, retail or administrative background would be advantageous
  • experience, or confidence, in communicating effectively over the phone
  • confidence with IT systems to include Microsoft Word and Excel

Although preferable, legal experience is not necessary for this position, as training will be provided. Applications are welcomed from candidates with non-legal backgrounds, candidates returning to work from career breaks, or those looking to change industry sector.

Key competencies you will need:

  • a desire to work and progress within a law firm
  • the ability to work well in a team and develop good working relationships with colleagues and others
  • the ability to handle a high volumes of enquiries and to prioritise responses to clients in line with service level agreements
  • the ability to produce a high standard of work, whilst maintaining accuracy and good attention to detail
  • to be able to demonstrate flexibility, initiative and confidence in your own ability
  • strong organisational skills whilst maintaining team processes and procedures

About you – you will be:

  • highly enthusiastic, willing to the extra mile and be happy to go beyond the job description
  • respectful towards others and have a positive, willing and ‘can do’ attitude
  • keen to learn, interested in driving your own career progression and be proactive in taking ownership of this

How we work:

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Leicester, London, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will have a blend of homeworking with travel as required to our Birmingham hub.

Rewards & Benefits:

The firm offers excellent benefits such as life assurance, a personal pension scheme, gym discounts and a generous holiday package, plus a flexible benefits platform where you can select from a range of voluntary benefits. The firm focuses on the well-being of their staff and provides access to an Employee Assistance Plan helpline.

This list is not exhaustive and is subject to change.

Additional information

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.