Address
Form of work
Salary 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 satisfaction
1. 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
