Switchboard Operator

5 months ago

London, United Kingdom Hodge Jones & Allen Full time

The primary responsibility of the Switchboard Operator - Receptionist is to receive and screen calls from individuals seeking legal services in various areas of law. Handling a high volume of incoming calls and visitors, the Switchboard Operator - Receptionist must interact with clients sensitively and professionally, using interviewing skills to appropriately match clients with the firm’s services.

This role serves as an ambassador for Hodge Jones & Allen, representing the firm’s brand and service offerings. Maintaining a consistently high standard of customer service is essential, both in call handling within a switchboard environment and through face-to-face interactions with clients and visitors.

Key responsibilities include greeting visitors and clients, administering bookings and organising meeting rooms, managing daily post, booking travel, taxis, and couriers, screening and handling all incoming telephone calls, ensuring timely delivery of messages, liaising with building management, internal and external maintenance, service providers, and managing diaries.

**About Hodge Jones & Allen**

Hodge Jones and Allen is one of the UK’s most progressive law firms, renowned for doing things differently and fighting injustice. For over 45 years’ the firm has been at the center of many of the UK’s landmark legal cases that have changed the lives and rights of many people. One of the firm’s founding partners, Patrick Allen, remains at the helm of the firm as Senior and Managing Partner.

The firm has 250 staff based at its Euston-HQ. Hodge Jones & Allen has expertise across: Civil Liberties & Human Rights, Criminal Defence, Dispute Resolution, Family Law, Financial Crime and Regulatory, Housing and Property Disputes, Medical Negligence, Mental Capacity & Deputyship, Personal Injury, Asbestos & Mesothelioma, Wills & Probate, Environmental Justice.

**Duties and Responsibilities**

**Objectives**
- Efficient Call and Visitor Management: Promptly and accurately handle incoming calls and direct visitors to the appropriate resources.
- High-Quality Customer Service: Provide exceptional service to clients and visitors, maintaining a professional and welcoming environment.
- Comprehensive Administrative Support: Manage bookings, meeting rooms, daily post, travel arrangements, and other administrative tasks efficiently.
- Effective Communication and Coordination: Ensure timely and clear communication, liaising with internal and external parties to support smooth office operations.

**Key Expectations**

**Efficient Call Management**
- Receive and screen incoming calls promptly and professionally.
- Direct calls to the appropriate department or individual accurately.
- Utilise interviewing skills to assess caller needs and connect them with the appropriate resources within the firm.

**High Standard of Customer Service**
- Provide consistently excellent customer service to clients and visitors.
- Represent the firm’s brand and service offerings effectively.
- Handle all interactions sensitively and professionally.

**Visitor Interaction**
- Greet and assist visitors and clients in a friendly and professional manner.
- Ensure a welcoming and professional reception area.

**Administrative Support**
- Administer bookings and organise meeting rooms efficiently.
- Manage daily post and handle courier bookings.
- Book travel and taxis as required.

**Message and Communication Management**:

- Screen and handle all incoming telephone calls, ensuring messages are delivered promptly.
- Liaise with building management, internal and external maintenance, and service providers.

**Office Support**:

- Support over 250 employees, including Fee-Earners, Management, and Partners.
- Manage new enquiries and process them through the customer relationship management system.
- Assist with diary management and other administrative tasks as needed.

By achieving these objectives, the Switchboard Operator / Receptionist ensures smooth and professional communication within the firm and enhances the overall client experience.

**Training & Support**

Training on the switchboard, call handling standards and the telephony processes and systems will be provided.

Training on reception, key tasks associated with reception duties and front desk standards will be provided.

**Hours of Work**

Core office hours will be 09:30am to 17:30pm Monday to Friday, 5 days per week.

Taking account of the nature of the role, a degree of flexibility will be required so as properly to fulfil the responsibilities and duties associated with the position.

**Apply

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