Karen Thompson

Client Experience Manager

Job Role at EMG

I joined EMG in 2016, I had a diverse role as I was the cashier, assisted the business development manager and also carried out office manager duties. As the firm rapidly grew it became apparent that we needed to recruit in both the finance department and the business development department. Client care is my strength and in 2019 I became the office manager on a full time basis and used my skills to become the team leader for our reception team. In 2021 I was asked to take on a unique role as a client experience manager with the aim of making sure our clients receive the best possible experience throughout their journey with us. The role of client experience manager is a varied role as there is something different happens every day and I like nothing more than problem solving and making sure everything runs as smooth as possible. I monitor the Review Solicitors website and also contact clients to ensure that they are happy with the service that they are receiving. My team consists of four fabulous receptionists and an office manager over our three branches Durham, Gosforth and Penrith.


I have over 30 years experience of working in customer service and take great pleasure from seeing happy clients and knowing they have been provided with a great service. I have worked for sole practitioners, family firms and also large blue chip companies.

What do you like about working at EMG?

There is a team spirit about EMG solicitors unlike any other place I have worked, everyone really does help each other. Both Emma and Jemma appreciate their staff and this creates enthusiasm, and hard-work.

Outside of EMG?

I will mostly be found chilling with my family and friends, with the odd holiday thrown in.