Inbound Lead Management & Client Conversion

Inbound Lead Management & Client Conversion

Herefords Solicitors Limited – Specialist Employment Law Firm

Salary: £28,000–£35,000 per annum, depending on experience

Location: Fully remote (UK-based)

Job type: Permanent, full-time

Hours: Monday to Friday, 9:00 am–5:30 pm, with a one-hour unpaid lunch break (37.5 hours per week)

About Herefords Solicitors

Herefords Solicitors is an established specialist employment law firm advising employees, senior executives and employers on matters including settlement agreements, redundancy, dismissals, discrimination and employment disputes.

As part of our continued growth, we are seeking an exceptional individual to manage incoming enquiries, build relationships with prospective clients and convert suitable enquiries into paying clients.

This is an excellent opportunity for a confident, articulate and commercially minded individual with outstanding communication skills and a genuine ability to secure new business.

This is not a cold-calling role. The firm generates the enquiries. Your responsibility is to engage with prospective clients, understand their requirements, explain our services and fees, and confidently secure suitable instructions.

You will work closely with the firm's Director and experienced employment solicitors, taking ownership of an important commercial function within the practice.

The Role

You will become the principal point of contact for prospective clients contacting the firm by telephone, email and through our website.

You will manage enquiries from initial contact through to securing instructions, ensuring prospective clients receive a prompt, professional and reassuring service.

The successful candidate will be expected to work independently, build trust, confidently discuss fees, handle objections and convert suitable enquiries into instructions.

This is a dedicated inbound sales and client conversion role. It does not involve cold calling, paralegal work or providing legal advice.

Key ResponsibilitiesClient Enquiries and Conversion*

• Manage incoming telephone, email and website enquiries promptly and professionally.
• Conduct initial conversations to understand prospective clients' circumstances, requirements and urgency.
• Build rapport, establish trust and communicate confidently with clients from diverse backgrounds.
• Explain the firm's services, processes and fee structures clearly and persuasively.
• Discuss fixed fees and approved pricing arrangements confidently.
• Address concerns about fees, scope and instructing the firm.
• Convert suitable enquiries into confirmed instructions while maintaining excellent client care.
• Proactively follow up undecided prospective clients.
• Identify urgent or complex matters requiring referral to a solicitor.

Lead and Pipeline Management

• Take ownership of the inbound enquiry and conversion process.
• Maintain accurate records of enquiries, follow-ups and outcomes.
• Monitor conversion rates, enquiry volumes and reasons for lost opportunities.
• Identify ways to improve response times, conversion rates and client experience.
• Provide regular updates to the Director on enquiries and instructions secured.

Client Handover

• Obtain relevant initial information and documents from prospective clients.
• Ensure confirmed instructions are handed over efficiently to the firm's existing onboarding administrator and legal team.
• Maintain a seamless and professional client experience.

About You

We are looking for someone who combines exceptional communication skills with strong commercial instincts and proven client conversion ability.

You must be confident, articulate, persuasive and professional, with the ability to build rapport quickly and independently secure business.

Essential Requirements

• Exceptional spoken and written English, with a clear, articulate and professional communication style.
• Outstanding telephone manner and interpersonal skills.
• Proven experience in inbound sales, lead conversion or client-facing sales.
• Confidence discussing fees, handling objections and securing paying clients.
• Strong listening skills, empathy and the ability to build trust quickly.
• Commercial awareness and a persuasive but professional approach.
• Excellent organisational skills and attention to detail.
• A proactive and disciplined approach to following up enquiries.
• Ability to work independently and take ownership of results.
• Professionalism, discretion and respect for confidentiality.
• Ability to work reliably in a fully remote environment.

Desirable Experience

• Previous experience within a law firm or professional services business.
• Experience converting enquiries into paying clients.
• Familiarity with employment law, redundancy or settlement agreements.
• Experience using CRM or client enquiry management systems.
• A demonstrable record of meeting sales or conversion targets.

Legal qualifications are not essential. We place greater importance on communication skills, commercial confidence and proven conversion ability.

We welcome applications from candidates with experience in legal services, financial services, insurance or other professional and customer-facing sectors.

What We Offer

• Salary of £28,000–£35,000, depending on experience.
• Permanent, full-time employment with fully remote working in the UK.
• Regular Monday-to-Friday working hours.
• Training on our employment law services, fees and processes.
• Ownership of a key function within an established specialist law firm.
• A supportive professional environment and involvement in the firm's continued growth.

What Success Looks Like

You will deliver an excellent prospective client experience, confidently convert suitable enquiries into paying instructions and manage the majority of incoming enquiries independently.

We are seeking someone with the communication skills of an exceptional client relationship professional and the commercial instincts of a successful inbound sales executive.

Shortlisted candidates may be invited to complete a practical telephone-based client enquiry exercise and a short written communication assessment.