New Client Relationship Manager

About Monaco Solicitors

We are a dynamic and rapidly expanding firm dedicated to making employment law more accessible to employees being badly treated at work.

We create a large amount of in-house technology mostly around AI and we believe we are one of the most advanced law firms in the country in this regard, as evidenced by the Law Society's prestigious Excellence in Technology and Innovation award.

Our tech is both client-facing, for example our advanced chatbot, and also for our lawyers to help manage their workloads. We have in house developers, data specialists and tech support.

That's partly why we have just had our best month ever four months in a row and we've doubled our number of lawyers within the last 12 months.

We pride ourselves on an inclusive culture that celebrates diversity and supports our team through mentorship schemes and a strong focus on work-life balance. We value each team member's contribution, fostering an environment where every voice is heard and career advancement is actively supported.

The Role

We are looking for an experienced, commercially driven New Client Relationship Manager to join our growing Client Care team.

You will speak with people who have approached Monaco Solicitors for employment law support, taking the time to understand their circumstances, answer questions about our services and help them make an informed decision about using our services on a no win no fee basis.

This is not a traditional high-volume call centre sales role. We are looking for someone who can conduct detailed, consultative conversations, demonstrate exceptional emotional intelligence and combine genuine empathy with strong commercial performance.

• Proactively contact and follow up with warm leads generated through our website.
• Conduct in-depth telephone conversations to understand prospective clients' circumstances and concerns.
• Build trust with people experiencing challenging or emotionally sensitive situations.
• Explain our services, engagement terms, fees and how we work.
• Address questions and objections confidently, professionally and empathetically.
• Manage prospective clients through onboarding and follow up until engagement documents are signed.
• Maintain accurate CRM records and manage a structured pipeline.
• Coordinate with colleagues to progress enquiries smoothly and ensure prospective clients receive timely, accurate information.

You will not provide legal advice, assess case merits or make promises about legal outcomes. Fees and any variations must remain within parameters authorised by the responsible lawyer.

Requirements

• Proven 3+ years' experience in consultative sales, business development or client relationship management with substantial telephone engagement.
• Experience conducting complex conversations rather than relying on short, scripted sales calls.
• Demonstrable success converting prospective customers into paying clients and achieving measurable targets.
• Exceptional emotional intelligence, active listening and adaptable communication skills.
• Confidence handling sensitive situations with empathy and professionalism.
• Strong objection-handling, negotiation and relationship-building skills.
• Commercial focus balanced with a genuinely client-centred approach.
• Strong organisation, attention to detail and CRM/pipeline management.
• Ability to work independently and take ownership of outcomes remotely.
• B2B sales, professional services or similarly consultative experience is advantageous, not essential.

Benefits

• Base salary of £30,000-£35,000 with OTE of £50,000-£55,000.
• A flexible, remote-first working environment
• Warm inbound enquiries rather than a traditional cold-calling environment.
• The chance to genuinely widen access to justice - helping thousands of people get legal representation they otherwise could not afford.
• Career development within a growing tech native law firm.