Client Onboarding & Client Care Specialist (Housing Disrepair) Full Time NEW

Job Summary

This role is focused on supporting tenants who are experiencing housing disrepair (e.g. damp, mould, structural issues). You will be responsible for onboarding new clients into the legal process, ensuring their cases are set up accurately and efficiently, and providing ongoing care throughout what can often be a stressful and sensitive journey.

You act as a key point of contact between clients, solicitors, and third parties (e.g. surveyors, housing associations), ensuring clients feel informed, supported, and confident in their case.

Ideally, you will have experience of working in a professional legal environment. You will be expected to familiarise yourself with the SRA ’s Standards & Regulations, although you will receive training about what it means to work for a law firm.

Responsibilities

• Conduct initial client intake calls with empathy and professionalism
• Gather detailed information about housing conditions and tenancy
• Collect and verify key documents (tenancy agreements, photos, correspondence, medical evidence where relevant)
• Open and set up case files in the firm’s legal case management system
• Ensure compliance with regulatory requirements (e.g. ID checks, Sanction checks, GDPR, client care letters)
• Explain the legal process in clear, accessible language, avoiding the over-use of legal jargon.
• Act as a consistent point of contact for clients throughout their claim
• Support vulnerable clients, including those in poor living conditions
• Liaise with solicitors, paralegals, and surveyors to ensure smooth case progression
• Respond promptly to client concerns, complaints, or urgent housing issues
• Identify when cases need escalation (e.g. severe health risk, landlord non-response)
• Work with legal teams to prioritise urgent matters
• Maintain accurate and up-to-date client records
• Ensure all onboarding and communication aligns with SRA standards and firm policies
• Handle sensitive personal data in line with GDPR
• Support audit readiness and file quality standards
• Identify recurring client pain points in onboarding or communication
• Suggest improvements to client journey and internal workflows
• Contribute to maintaining high service standards and client satisfaction

Experience

• Experience in a law firm (especially housing disrepair, personal injury, or litigation)
• Background in customer service or client-facing roles
• Familiarity with case management systems (Proclaim)
• Understanding of tenant rights and housing law (preferred but not essential). Full training will be provided.

Key Skills, Competencies & Qualifications

• A law degree or equivalent (Desirable)
• Strong empathy and ability to work with vulnerable individuals
• Excellent communication skills (plain English, avoiding over use of legal jargon)
• High attention to detail, especially with legal documentation
• Ability to manage emotional or distressed clients professionally
• Strong organisational and case management skills
• Problem-solving mindset
• Resilience and emotional intelligence

Job Types: Full-time, Permanent

Pay: £24,420.00-£26,500.00 per year

Benefits:

• On-site parking
• Transport links
• Work from home

Work Location: In person