Head of Telephony

You will play a pivotal role in managing and optimising our telephony systems across all six offices and improving and standardising the provision of high quality reception services. Your primary responsibilities will include overseeing a team of receptionists, ensuring seamless communication, and providing comprehensive training on telephony systems and reception services to enhance efficiency and client satisfaction1. Telephony System Management:• Oversee the optimisation of Telephony systems across all offices. • Collaborate with IT teams to implement upgrades and enhancements. 2. Team Leadership: • Manage a team of telephonists across all 6 offices. • Provide leadership, guidance, and support to ensure a cohesive and efficient telephony operation. • Foster a positive and collaborative work environment. 3. Training and Development: • Develop and implement comprehensive training programs for receptionists to ensure proficiency in telephony systems and strategies to enhance client satisfaction and loyalty. • Conduct regular assessments to evaluate the effectiveness of training programs. 4. Performance Monitoring and Reporting: • Implement performance metrics to track telephony system performance and receptionist productivity. • Generate regular reports to evaluate the efficiency of Telephony operations and identify areas for improvement. • Report to the Executive Committee (the Board) on client feedback and client satisfaction. 5. Client Services Excellence: • Ensure all reception staff and telephonists consistently provide a warm, professional, and welcoming atmosphere for clients. • Ensure consistency in client interactions and service delivery across all offices.• Ensure messages are fully taken and leads and calls are directed to the correct team or individual. • Conduct regular audits to ensure adherence to established standards. • Ability to work self-sufficiently. • To answer the telephone and to ensure good customer care of all enquiries • Undertake other duties as from time to time required. Person specification Qualifications Educated to GCSE Level or equivalent. Proven experience in a leadership role within a client services or reception environment.Essential personal qualities, skills and abilities• Is professional and courteous in communication at all times, both internally with colleagues and externally with clients and others. • Demonstrates a positive attitude. • Strong interpersonal and communication skills. • Strong organisational skills and problem-solving abilities • Ability to travel to different office locations as needed. • Ability to work independently and collaboratively within a team. • Demonstrates an understanding of, and alignment with, the values of the firm, see below. Desirable skills • Experience working in a law firm or professional services