Head of Receptionists

7 months ago

Guildford, United Kingdom Douglas Scott Legal Recruitment Full time

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.

**Travel will be required across the six sites, so this role will be office based no hybrid working.**

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

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