LEVEL 3 BUSINESS ADMINISTRATION - Longden Walker & Renney Solicitors

Apprenticeship Description

Purpose of the role 

To provide administrative support to the Dispute Resolution Department, with particular responsibility for handling initial enquiries and opening new client files. The postholder will help clients access the appropriate member of staff and maintain accurate records so that matters can progress efficiently. 

Initial enquiries and client contact 

• Answer telephone, email, website and in-person enquiries promptly, courteously and professionally. 

• Record prospective clients’ contact details, a brief summary of their enquiry, relevant parties and any dates or urgency they mention. 

• Refer enquiries to the appropriate solicitor or department and arrange initial appointments or callbacks. 

• Explain the firm’s administrative process and provide approved information about appointments, documents required and fees. 

• Maintain an enquiry log, follow up outstanding responses and record outcomes. Refer urgent matters, complaints and requests for legal advice promptly to the appropriate colleague. 

Opening new files and client onboarding 

• Create new client and matter records on the firm’s case management system following authorisation to accept the matter. 

• Enter and check client details, matter descriptions, contact information and the responsible solicitor; allocate file references and establish electronic or paper folders. 

• Carry out prescribed conflict searches and refer potential matches for review before proceeding. 

• Request identification and other onboarding documents, complete prescribed checks following training and refer missing information or concerns to the supervisor. 

• Prepare and send approved client care documents, terms of business and forms as directed; track their return and save completed documents to the file. 

• Complete file-opening checklists, chase outstanding documents and notify the responsible solicitor when the file is ready. 

Associated administrative duties 

• Welcome visitors, prepare meeting rooms and appointment arrangements. 

• Maintain diaries, book meetings and record reminders or deadlines identified by the responsible solicitor. 

• Receive and distribute post and emails, scan documents and organise records using the firm’s filing conventions. 

• Prepare routine correspondence and forms from approved templates; assist with copying, document collation and secure sending of papers. 

• Update client and matter records, take accurate messages and provide administrative progress updates authorised by the responsible solicitor. 

• Liaise with colleagues and external organisations to obtain documents or arrange appointments as instructed. 

• Support billing administration by preparing invoice requests, recording agreed information and passing payment queries to the accounts team. 

• Assist with closing and archiving files under the firm’s procedures, and maintain records of stored or retrieved files. 

• Monitor office supplies, report equipment problems and provide administrative cover during colleagues’ absences. 

Essential skills and attributes 

• Clear verbal and written communication, with a polite and helpful telephone manner. 

• Good organisation, attention to detail and the ability to manage competing tasks and follow instructions. 

• Confidence using email, Microsoft Word and other office software, with accurate data-entry skills. 

• Discretion when handling confidential information and a sensitive approach to clients who may be distressed or vulnerable. 

• Reliability, a willingness to learn and the ability to work both independently within agreed procedures and as part of a team. 

Desirable experience 

• Previous administration, reception or customer-service experience. 

• Experience in a legal or other professional-services office, including use of a case management system. 

Working standards and supervision 

Maintain confidentiality, handle personal information securely and follow the firm’s procedures. Keep records accurate, complete assigned tasks within agreed timescales and raise errors, missing information or urgent issues promptly. Legal advice, matter acceptance, fee agreements and substantive decisions must be referred to the responsible solicitor or authorised manager. 

Training will be provided on the firm’s systems and procedures. The postholder may undertake other reasonable administrative duties consistent with the role, their skills and training.