Client Services Advisor - #2165326

Role: Client Services Advisor

Department: Client Services (Bereavement)

Location: Glasgow City Centre (hybrid)

Contract: Permanent

Hours: 35 per week, Monday to Friday, 9am–5pm

Pension: Royal London

Experience: 1+ year in customer service or call handling

Jones Whyte

Jones Whyte is a Scottish law firm of around 300 people, with offices in Glasgow and Edinburgh. We were named Firm of the Year 2026 (over 250 employees) at the Scottish Legal Awards. In 2025 we were also named Scottish Top Employer of the Year at The Herald and s1jobs Top Employer Awards.

The team

You’ll join a small team of Client Service Advisors led by the Team Leader who works alongside you day to day. The team supports the bereavement department and works closely with its case handlers and Solicitors, so you always know who to go to with a question. You’ll start with office-based training. After that you’ll work hybrid, with at least three days a week in our Glasgow office.

Why this role matters

When someone calls us after a death in the family, you’re often the first person they speak to, and that first conversation really counts. You’ll help bereaved families understand what needs to happen next. We offer a Free Bereavement Support service, which is something many other solicitors don’t. It’s run entirely by our Client Service team, and you’ll be at the heart of it, giving clients practical help, reassurance when they need it most and, sometimes, the right legal service, and getting it started. You’ll do it calmly and clearly, at a time when everything else feels uncertain.

What you’ll do

• Be the first point of contact for bereaved clients and their families, handling calls, emails and web enquiries with warmth and care.
• Take the time to understand each client’s situation and recommend the service that’s right for them.
• Guide clients from their very first call right through to their case being handed to a solicitor.
• Introduce clients to our free Bereavement Support Service, so they know help is there beyond the legal side.
• Work closely with case handlers, solicitors and other departments, spotting when a client could benefit from extra support.
• Book client appointments using Calendly and keep track of enquiries in HubSpot.
• Take secure payments by phone and online.
• Work towards daily and monthly targets, with full support from the team.
• Help shape how we work by contributing ideas at our weekly team meetings.
• Grow with us. We’ll support your development, and we value people who show initiative and welcome feedback.

What we’re looking for

• A calm, confident telephone manner and the ability to put people at ease quickly.
• The confidence to handle sensitive and sometimes difficult conversations with kindness and professionalism.
• Customer service experience, ideally in a contact centre or call-handling role, is a bonus but not essential. If you’re a natural communicator, we want to hear from you.
• Experience of working towards KPIs or targets is helpful, but not essential.
• Confident using Microsoft Office and quick to pick up new systems.

Nice to have, but not essential

• Experience in a Law firm. No legal knowledge is needed, as full training is provided.
• Experience using HubSpot.
• A background in care, an advice service such as Citizens Advice, or another support role.

What you get

• Monthly commission
• 26 days’ holiday plus 8 bank holidays
• Holiday Loyalty Scheme: up to 5 extra days
• Buy or sell up to 3 days’ holiday each year
• Hybrid working
• Enhanced maternity and paternity pay
• Pension – Royal London
• Salary Extras
• Medicash care plan
• Employee referral scheme
• Wellbeing support
• Quarterly team events
• Early finish on your birthday