New Business Advisor – Probate
Contract: Permanent
Salary: Dependant on experience
Office base: Wigan, WN3 5BA - this is an office based role
Hours: 35 hours per week, Monday to Friday, 9am to 5pm
Are you motivated by delivering excellent customer service?
Do you thrive in a role where each call is an opportunity to support someone at an important moment in their life?
Would you like to join an award‑winning firm known for its supportive culture, strong values and commitment to development?
How about becoming an essential part of a friendly and proactive Wills & Probate department?
Yes? Then we have an opportunity for you!
The Role
As a New Business Advisor for Probate, your primary responsibility is to handle new client enquiries with confidence, clarity and care. You will be the first point of contact for individuals seeking guidance, ensuring they receive accurate information and a positive initial experience with our firm.
Your work will focus on understanding client needs, providing clear explanations, preparing quotes, and converting enquiries into new instructions. This is a fast‑paced role where excellent communication skills and the ability to build rapport quickly are essential.
While the core of your role centres on new business handling, you will also support the team with light general paralegal‑style duties, helping to ensure that newly‑opened matters transition smoothly to solicitors.
Key Responsibilities
Primary New Business Responsibilities
- Responding promptly and professionally to inbound Wills & Probate enquiries
- Identifying client needs quickly and providing clear, accurate information
- Offering quotes and guiding clients through the next steps of the process
- Delivering exceptional customer service on every call
- Building positive relationships with prospective clients
- Proactively contributing to sales conversion and cross‑selling opportunities
- Recording all new enquiries accurately on the case management system
- Managing your workload effectively to ensure timely follow‑up and continuity
- Ensuring compliance with all client care and quality procedures
- Assisting with setting up new cases after instruction
- Preparing basic documents, forms or template letters needed for file opening
- Supporting fee earners with routine administrative tasks linked to new matters
- Helping obtain initial client information or documentation where required
- Ensuring accurate and confidential handling of sensitive legal information
About You
We welcome applicants with a wide range of strengths, thinking styles and lived experiences.
We are happy to discuss workplace adjustments or tailored support that help you perform at your best, including communication preferences, assistive tools or environmental considerations.
We’re looking for someone who can:
- Adapt to different tasks and situations within a client‑facing environment
- Work both independently and collaboratively
- Stay calm and focused during busy periods
- Communicate in a friendly, respectful and professional manner
- Build rapport quickly with clients over the phone
- Maintain accuracy and attention to detail even during frequent interruptions
Essential
You will need:
-
5 GCSEs at grade C / 4 or above (or equivalent)
- Experience dealing with high‑volume inbound calls
- Customer service experience (phone‑based or face‑to‑face)
- Experience within a sales or conversion‑focused role
- Excellent telephone manner and strong listening skills
- Good IT and keyboard skills
- Strong organisation and time‑management skills
- Ability to work calmly and productively amidst interruptions
Desirable
It’s helpful, but not essential, if you also have:
- Experience providing basic legal information
- Experience in the legal sector, particularly Wills & Probate
- Familiarity with case management systems
- Knowledge of Wills & Probate processes
- Understanding of time recording or basic legal costs
- Awareness of client care and complaints procedures
We also look for individuals who embody our brand values: approachable, flexible, inclusive, resilient and supportive.
Why Stephensons?
Stephensons is an award‑winning, top‑150 law firm with a strong commitment to training, development and employee wellbeing. We offer a supportive and collaborative working environment where you can grow professionally while maintaining a healthy work‑life balance.
What Can We Offer?
- Generous annual leave (increasing with service)
- Salary sacrifice pension scheme
- Early monthly pay scheme
- Life assurance
- Hybrid working
- Holiday sale & purchase scheme*
- Wellbeing package (financial, physical & mental health support)
- Free parking
- Enhanced maternity & paternity pay*
- Will writing service*
- Season ticket & travel support
- Payroll giving scheme
- Social events & clubs
- Reward & recognition schemes
- Internal referral scheme
- Retail vouchers/cashback schemes
- Free eye tests
- Cycle to work scheme
*Service‑length conditions apply.
Wigan, Greater Manchester, United Kingdom
WN3 5BA
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