Cleo Jones
Sudbury,Suffolk
Summary
Compassionate professional with a strong background in client-facing roles. Builds rapport with clients, ensuring their needs are met with empathy and efficiency.
Utilises exceptional communication skills to navigate complex situations and provide effective solutions to clients to ensure that they are confident in my legal advice and to put their trust in me regarding their very personal and important discussions about the future of their family, their estate and their wishes.
Overview
14
14
years of professional experience
Work History
Legal Advisor
Right Legal Group
02.2025 - Current
- Giving tailored legal advice to often vulnerable clients regarding their family, which is first and foremost where their wills begin. They trust me with their wishes, their most sensitive concerns, and only then ask me for the reassurance they need. I am there to listen and create legal documents with their trust, which carries out that reassurance.
- Drafting wills and other legal documents such as letters of wishes, notices of severance, and IPFDA statements.
- Managing my own caseload from the initial meeting to the execution of documents, and registering powers of attorney with the Office of the Public Guardian.
- Advised clients on legal matters, interpreting laws, rules, and regulations to provide clear guidance.
- Coordinated with other departments to ensure a unified approach to legal challenges, for example, working closely with the Probate Team to ensure a smooth transition of departments following bereavements.
- Compiled and presented legal documents in line with SRA regulated standards.
Senior Customer Service Representative
First Advantage
05.2021 - 07.2024
- Liaising with often stressed and vulnerable customers to help them through the DBS process
- Managing a personal caseload along with the team caseload to assist with KPI’s and customer expectations
- Ensuring exceptional written and verbal communication in a fast paced environment
Pro bono volunteer - Student Assistance in the Legal Advice Clinic
01.2020 - 01.2021
Control Centre Supervisor
Call Assist
01.2013 - 01.2020
- Developed conflict resolution skills by dealing with customer complaints often communicating with customers who are distressed
- Team leading - I pride myself on team members feeding back on my approachability and they felt comfortable raising issues with me
- Using analytical skills to ensure the company is adhering to the policy wording for each scheme
- Use problem solving skills to co-ordinate complex logistical vehicle recoveries
- Enhance my customer service skills dealing with vulnerable customers
- Manage a high workload
Summer work placement
Bates Wells and Braithwaite
08.2018 - 08.2018
- Shadowing solicitors, mainly a senior partner, and reviewing files in order to get first-hand experience of a client bundle
- Being present in meetings with clients to discuss their issues and witnessing the type of enquiries of the client need to be made to establish what their case is and what further steps need to be taken
- Drafting documents such as letters to clients and instructions to counsel
- Attending court hearings with clients to witness part of the process in a family court
- Gaining experience of the day to day running of a law firm
Education
LLM Legal Practice - Solicitors
BPP University
01.2021
LLB Law and Human Rights -
University of Essex
01.2020
Level 3 Customer Service - Intermediate level Apprenticeship in Team Leading
Learn Direct
01.2017
A Levels - Sociology, Law, Psychology
Huddersfield New College
01.2011
GCSE's -
Calder High School
01.2009
Skills
- Proficient in MS applications
- Case management
- Regulatory compliance
- Conflict resolution
- Communication skills
- Customer relationship management
- Document review
- Time management
- Legal drafting
Hobbies and interests
- Swimming
- Caring for house plants
- Beginner in cross stitch
Timeline
Legal Advisor
Right Legal Group
02.2025 - Current
Senior Customer Service Representative
First Advantage
05.2021 - 07.2024
Pro bono volunteer - Student Assistance in the Legal Advice Clinic
01.2020 - 01.2021
Summer work placement
Bates Wells and Braithwaite
08.2018 - 08.2018
Control Centre Supervisor
Call Assist
01.2013 - 01.2020
LLM Legal Practice - Solicitors
BPP University
LLB Law and Human Rights -
University of Essex
Level 3 Customer Service - Intermediate level Apprenticeship in Team Leading
Learn Direct
A Levels - Sociology, Law, Psychology
Huddersfield New College
GCSE's -
Calder High School