Client Service Agent

We are seeking a Client Service Agent to join our London team on a permanent basis. This role is central to delivering outstanding client care across our litigation portfolio. You will act as a key point of contact for clients, supporting them throughout their claims journey by providing timely assistance, answering queries, gathering information, and ensuring client files are maintained accurately in our Case Management System. This is a fast-paced, client-facing role suited to someone highly organised, proactive, and confident in communicating with large volumes of clients across multiple channels., As a Client Service Agent, you will:

• Act as the front-line point of contact for clients via email, and other communication channels (inbound calls)
• Provide clear, professional, and empathetic support to clients regarding their claims
• Respond to client queries promptly and accurately
• Obtain and verify client information and documentation
• Maintain accurate and up-to-date records within the Case Management System
• Work collaboratively with colleagues to meet team KPIs, service standards, and operational targets
• Contribute to a culture of continuous improvement and client service excellence
• Demonstrate a positive, solutions-focused approach to change and process improvement
• Support ad hoc duties commensurate with the role
  
  Essential
• Exceptional written and verbal communication skills
• Excellent IT skills, including proficiency with Microsoft Office and case management systems
• Strong organisational and time management abilities
• Ability to work effectively under pressure and manage competing priorities
• Excellent interpersonal and relationship-building skills
• Strong attention to detail and accuracy
• Ability to analyse information and present it clearly and concisely
• Proactive mindset with the ability to use initiative
• High levels of integrity, discretion, and confidentiality
• Professional fluency in English
Desirable
• Experience in a client service, customer support, or legal services environment
• Portuguese language skills would be a distinct advantage
  
  Pogust Goodhead is a leading London-based law firm specialising in group litigation and class actions. We are dedicated to championing justice for individuals, communities, and businesses affected by corporate wrongdoing, with a strong focus on access to justice and collective redress.
Our work includes landmark cases such as the Volkswagen NOx emissions group litigation, which resulted in a major settlement for UK motorists affected by Dieselgate emissions cheating, with further NOx-related claims and proceedings continuing as part of our wider emissions litigation work. In environmental litigation, we represent hundreds of thousands of claimants in the Fundão Dam disaster case against BHP - one of the largest environmental claims ever brought before the English courts. Recognised for excellence and innovation in claimant-side litigation, we have been shortlisted for and received multiple industry awards, including recognition from The Lawyer Awards and the British Legal Awards, among others. Our mission is simple: to level the playing field between individuals and powerful corporations, wherever harm has been caused.

Why Join Us At Pogust Goodhead, our people are at the heart of everything we do. We are committed to creating a collaborative, inclusive, and high-performing environment where individuals can thrive. We offer:
• 25 days' annual leave (plus 8 bank holidays)
• Private medical insurance
• Private pension scheme
• Life assurance
• Employee assistance programme
• Referral bonus scheme
• Gym discounts
• Season ticket loans
Our Commitment We are proud to be an equal opportunity employer. We value diversity and are committed to building an inclusive workplace where everyone has the opportunity to succeed, regardless of background.