Legal Helpline Paralegal (6531)

As one of the UK’s leading law firms, we’re here for the people and businesses who rely on us at life’s important moments - made possible by our colleagues who bring the expertise, judgement and care that makes the difference.

Our colleagues bring Irwin Mitchell to life every day, so it matters that you feel valued from the very first day and are trusted with the responsibility, in the right culture, to do the best work of your careers. Everyone’s path here is different, but we share a desire to help our business make a real impact.

Where possible we will support our colleagues to work in a way that works for them, for us and most importantly our clients. Please speak to a member of our Recruitment and Onboarding team for more information.

Hybrid opportunity - office attendance in Sheffield 2 days per week

24/7 rota pattern - includes evening and weekends - more details upon application

This role requires the completion of an LLB or equivalent.

You will provide chargeable general & preliminary legal support on any UK jurisdiction commercial or personal legal matter via the telephone. You will be expected to deliver exemplary service in every interaction on behalf of clients without creating any reputational or financial risk to the firm.

You will be required to

• Ensure legal support provided remains general & preliminary at all times and does not become specific keeping within regulatory and policy parameters and adhering to all safe legal advice training
• Research more unique (less common) enquiries using the knowledge tools available and internal subject matter experts to provide accurate legal information.
• Complete proactive general legal research to remain up to date with changes to UK law and to ensure proficiency across all types of enquiries that are made to the Legal Helpline.
• Champion specific legal areas and engage with that legal area to increase your knowledge and to be an ambassador for the Legal helpline within that legal department.
• Be aware of the commercial agreements for each scheme and focus on delivering exceptional service whilst also being aware to drive the right commercial outcome for the firm.
• Put yourself in the caller’s situation and provide guidance that can be actually applied in their situation, correctly identifying any associated options, risks and benefits.
• Identify when a matter needs specific legal support and professionally highlight the advantages of the case being taken on by Irwin Mitchell
• Assess legal claims against Legal Expenses terms and conditions to understand if there are any clear exceptions and make those clear to the policy holder.
• To understand who may be a vulnerable caller and upon identification act accordingly to ensure you give further reasonable support to assist them.
• To be yourself in order to give an authentic client service.
• To be flexible with your approach to meet the unique needs of the enquirer to ensure all feel included and have access to the same high level of service.
• Provide insight back to the firm of any marketing developments required to improve the IM LHL proposition.
• Work collaboratively with your peers and not competitively to work towards one common goal.
• Completed UK Law Degree (LLB) or equivalent legal qualification by November 2026.
• Experience providing customer or client service, with the ability to build rapport and deliver a professional service.
• Strong verbal and written communication skills, with the ability to explain information clearly and adapt communication to different audiences.
• Ability to research, analyse and interpret legal or factual information accurately.
• Ability to demonstrate empathy and provide appropriate support to callers in a professional and sensitive manner, including those who may be vulnerable.
• Strong organisational and time management skills, with the ability to work to defined timelines and manage competing priorities.
• Competent IT skills, including the ability to use multiple systems and knowledge resources effectively.

Desirable criteria

• Call handling or telephone-based customer service experience.
• Experience working within a legal, regulated or professional services environment.
• Understanding of Legal Expenses Insurance or legal helpline services.
• Experience handling sensitive, complex or potentially vulnerable customer enquiries.
• Demonstrable interest in developing knowledge across a broad range of UK legal practice areas.
• 25 days' holiday as standard, rising to 28 days depending on role level, plus bank holidays and the option to purchase additional leave.
• Opportunities to share in our success through annual pay and bonus review processes for eligible colleagues.
• Health and wellbeing support, including Westfield Health and Digital GP access.
• Competitive pension arrangements to help you plan for the future.
• Two paid volunteering days every year to support causes that matter to you.
• Access to a range of colleague discounts and lifestyle benefits to support you both inside and outside of work.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported.

In 2026, Irwin Mitchell was recognised in the Sunday Times Best Places to Work guide and was the only law firm included in the 'Very Big' organisation category

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

We want every candidate to have a positive, fair and transparent recruitment experience. If you require any support or reasonable adjustments throughout the recruitment process, please speak to a member of our Recruitment & Onboarding team or contact Recruitment@IrwinMitchell.com

Artificial Intelligence (AI) is becoming an increasingly common part of modern working life. If you choose to use AI tools as part of your application or interview preparation, please review our AI in Recruitment Candidate Guidance AI Candidate Guidance

As part of joining the Irwin Mitchell Group, all successful applicants are required to complete our employment screening process. We carry out pre employment screening to establish your eligibility to work in the UK, and understand any criminal records or adverse financial history.

Our onboarding processes are designed to help us maintain the high standards of trust, integrity and professionalism expected by our colleagues, to protect the interests of the Group, clients, partners and other stakeholders.

Checks are conducted by trusted 3rd parties and the employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.