Employer:<\/b> Douglas Scott Legal Recruitment
\nSalary:<\/b> \u00a330,000 – \u00a335,000 per annum
\nDate Added:<\/b> 26\/02\/2024
\nYou 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<\/p>\n
1. Telephony System Management:
\u2022 Oversee the optimisation of telephony systems across all offices.
\u2022 Collaborate with IT teams to implement upgrades and enhancements. <\/p>\n
2. Team Leadership:
\u2022 Manage a team of telephonists across all 6 offices.
\u2022 Provide leadership, guidance, and support to ensure a cohesive and efficient telephony operation.
\u2022 Foster a positive and collaborative work environment. <\/p>\n
3. Training and Development:
\u2022 Develop and implement comprehensive training programs for receptionists to ensure proficiency in telephony systems and strategies to enhance client satisfaction and loyalty.
\u2022 Conduct regular assessments to evaluate the effectiveness of training programs. <\/p>\n
4. Performance Monitoring and Reporting:
\u2022 Implement performance metrics to track telephony system performance and receptionist productivity.
\u2022 Generate regular reports to evaluate the efficiency of telephony operations and identify areas for improvement.
\u2022 Report to the Executive Committee (the Board) on client feedback and client satisfaction. <\/p>\n
5. Client Services Excellence:
\u2022 Ensure all reception staff and telephonists consistently provide a warm, professional, and welcoming atmosphere for clients.
\u2022 Ensure consistency in client interactions and service delivery across all offices.
\u2022 Ensure messages are fully taken and leads and calls are directed to the correct team or individual.
\u2022 Conduct regular audits to ensure adherence to established standards.
\u2022 Ability to work self-sufficiently.
\u2022 To answer the telephone and to ensure good customer care of all enquiries
\u2022 Undertake other duties as from time to time required. <\/p>\n
Person specification
Qualifications Educated to GCSE Level or equivalent.
Proven experience in a leadership role within a client services or reception environment.<\/p>\n
Essential personal qualities, skills and abilities
\u2022 Is professional and courteous in communication at all times, both internally with colleagues and externally with clients and others.
\u2022 Demonstrates a positive attitude.
\u2022 Strong interpersonal and communication skills.
\u2022 Strong organisational skills and problem-solving abilities..
\u2022 Ability to travel to different office locations as needed.
\u2022 Ability to work independently and collaboratively within a team.
\u2022 Demonstrates an understanding of, and alignment with, the values of the firm, see below. Desirable skills
\u2022 Experience working in a law firm or professional services<\/p>\n
Application Deadline:<\/b> 04\/03\/2024
\nContract Type:<\/b> Permanent
\nSubmitted Applications:<\/b> 0<\/p>\n