Client Welcome Team Lead
1 month ago
Job Description
Client Welcome Team Lead
Full Time - Dundee
Welcome to a very different kind of law firm. One that recognises its success is down to its people. Where you can be yourself. Be inspired by your talented work colleagues. Where you’ll feel part of a dynamic team. Where, right from the start, you will be trusted with responsibility. This is what a rewarding career looks like at Thorntons.
What to expect
Our Client Welcome Team sit at the heart of the firm and take initial enquiries from clients across Scotland. The Client Welcome Team Lead manages our team of Client Welcome Advisors and support the team to deliver the very best service to our clients. The scope of this role includes:
- Overseeing and managing day-to-day workloads and planning
- Ensure the processes and team are working efficiently to deal with incoming enquiries and chasing outstanding enquiries when required
- Training new colleagues and delivering ongoing process training for team members as required
- Assessing, developing and implementing continuous process and system improvements
- Liaising with stakeholders across the firm to discuss and implement any required improvements
- Undertaking file audits to ensure that we are capturing data accurately and managing new client enquires efficiently and promptly
- Producing and updating management information reports
- Analysing management information daily and identifying opportunities for improvement
- Conducting regular catch ups with team members
- Reporting to department manager on service delivery
What we’re looking for
- An aptitude for process management with a client centred approach
- Leadership skills –a positive, collaborative approach, good at motivating a team and ensuring they deliver a fantastic client experience
- Flexible and adaptable - for clients and team members, within process guidance
- Commercial approach with an eye for creative solutions
- Good Decision Maker
- Driven to promote positive people engagement and development.
- Commitment to process improvement
- High level of attention to detail
- Relationship Builder & Team Worker
- Excellent IT skills
- Commitment to contributing to a positive and supportive culture, in line with our firm’s values
Doing What’s Right
A great working environment is the first thing you’ll notice. One where you’ll be inspired and supported by your colleagues. Where we’ll help you achieve what you want from your career. Where you can have both flexibility and connection with our supportive culture. Where you are valued. Where your voice is heard and you can make a difference through our employee network groups.
As your employer
Our benefits package goes well beyond competitive remuneration and we recognise and reward your hard work - learn more at rewarding you
For your Health and Wellbeing
Our Healthcare Cash Plan covers things like dental, optical, physiotherapy, chiropody, therapy and health screening needs. Our mental health first aiders and access to a 24-hour counselling line provide support for your mental and emotional wellbeing.
Embracing Diversity and Inclusion
We strongly believe in a diverse and inclusive working environment: one that does not tolerate any form of discrimination at any level. We value a truly diverse workforce: we are all equally different. We celebrate our individuality: from gender, sexual orientation, ethnicity, faith to life experience, we know our differences make us stronger, together.
For our Community
We’re proud to be part of the communities we serve across Scotland, that’s why we actively engage with charities that support them. From our annual Charity Wills campaign to regular fundraising and volunteering opportunities, our colleagues give back to communities with skills and advocacy as well as funds.
Application Closing Date: 31/03/2024
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