Jake Pereira-Scales

• Liaised with external solicitors whilst coordinating document exchanges, benefiting inter-firm relations.
• Handled sensitive queries via phone and email demonstrating high level client care skills.
• Enhanced departmental efficiency by organising legal documents and case files, physically and electronically.
• Assisted in trial preparation for successful representation of clients in court proceedings.
• Improved accuracy of billing records by the management of billable hours details.
• Generating monthly invoices and disbursements, submitting to client.
• Managing the file opening process for the team and ensuring the compliance is up-to date.
• Being the first point of contact for clients.
• Managing the incoming and outgoing postage of physical documents with vigilance.
• Assisting with the preparation of court bundles.
• Drafting and sending of letters, documents, and forms, on behalf of fee-earners.
• Supporting fee earners with administrative tasks, anticipating the needs of the team where possible.
• Proactive diary management for fee earners.
• Actioned legal procedures according to instruction, supporting Partners' caseload management.

Resolved client queries via phone, email, and in-person in absence of solicitors.

• Managed multi-line phone system, routing calls and delivering messages to staff.
• Maintained electronic and physical filing systems for efficient information retrieval.
• Executed post distribution, fax issuing, and workflow management tasks.
• Assisted with data input and archiving of matters in online systems.
• Oversaw office diary management to optimise scheduling efficiency.
• Applied advanced administrative skills to streamline daily operational activities.
• Tracked office supplies and replenished stock as of and when needed.
• Organised travel arrangements, facilitating business trips for fee-earners.

• Maintained confidentiality while managing sensitive cases, including child abuse and neglect.
• Collaborated with Hertfordshire County Council to manage high-volume public and business calls.
• Resolved caller issues promptly, ensuring satisfaction before ending calls.
• Verified previous day’s data and delegated urgent email tasks efficiently each morning.
• Handled distressed callers calmly, providing polite support during sensitive situations.
• Completed emails within 24-hour KPIs and urgent communications within 2-hour KPIs.
• Engaged with external referrers and internal divisions to ensure high-quality service between both parties.

• Minimised checkout queues by efficiently processing sales transactions during peak hours.
• Coordinated product displays and maintained cleanliness of assigned area.
• Conducted monetary counts to ensure accuracy and accountability.
• Trained new customer service assistants on procedures for handling emergencies, theft, complaints, and promotional offers.
• Liaised with Head Office to address operational issues effectively.
• Resolved conflicts between B2C customers with a positive and composed approach.
• Met requirements set by auditors and general managers consistently.
• Demonstrated proficiency in both independent and collaborative team settings.