Legal Helpline Advisor


Agile Working

REFERENCE: 04/21/01
CLOSING DATE: 12/31/2021 12:00:00 AM

Working Hours: 8-8 shift pattern 3 days in the week 9-5 Sat and Sun

Job Purpose:

  • As part of the legal helpline team the successful candidate will be responsible for answering legal helpline calls and providing and offering general legal advice under the terms of a home LEI policy
  • Providing verbal advice to clients on matters of a general legal nature including, (but not exclusively): Consumer Law, Property Disputes, Employment Law
  • Accepting any referrals under the home LEI helpline scheme and allocating those cases to a more specialist handler, when necessary , or across the wider business

Key Duties & Responsibilities:


  • The successful candidate will be the first point of contact for clients telephoning a legal helpline and the successful candidate will be responsible for a providing general preliminary telephone legal advice on matters in areas of law including (but not exclusively): Consumer Law, Employment Law, Property Disputes, Clinical Negligence, Personal Injury, Motoring and/or Parking Offences
  • The successful candidate will have a good general working knowledge of various legal areas and any relevant case law and/or legislation
  • The role is varied – every call presents a different legal problem requiring the successful candidate to provide general advice and resolution
  • The successful candidate will need to bring together all aspects of their legal knowledge and provide the highest level of client care
  • The successful candidate must be flexible and may be required to work outside of core hours
  • Agile working opportunities are available
  • The successful candidate must be passionate about customer service and have an excellent telephone manner

Client and Referrer Relationships

  • The successful candidate must provide first class professional legal advice to the highest standards expected
  • Must act on and respond to legal helpline calls in a timely matter and strictly adhere to any SLAs set
  • Assist with relationship building with commercial clients to enhance the reputation of the firm and the service it provides


  • The successful candidate must engage in professional communication with all clients to ensure the highest standards are attained
  • Actively and positively promote and represent Carpenters Solicitors throughout the firm, and to external bodies

Experience & Knowledge:

  • The candidate must have a solid and varied legal background and ideally should hold an LLB/LPC or ILEX qualification, but relevant legal experience would be a suitable alternative
  • The candidate must have a comprehensive general legal knowledge
  • Must have some experience or knowledge of all areas of law (see above) and be able to provide general legal advice
  • Have an excellent telephone manner
  • Good IT skills/knowledge
  • Good listening skills and pay attention to detail
  • An ability to assimilate information and deliver straight forward advice to clients
  • Commercially minded, and able to see opportunities to optimise commercial relationships and opportunities and also outcomes on cases, both for the client and the firm
  • Excellent IT skills with a sound working knowledge of Visual Files or a similar case management system and essential MS Office knowledge
  • Working knowledge of other PC software and interpretation of management information reports

Legal Helpline Advisor

If you have been referred to this job advertisement by an employee at Carpenters Group please add their name here.