Head of Reception and Telephony
5 months ago
**The Firm**
Established in 1799, TWM Solicitors LLP is a leading South East law firm with approximately 220 people in 6 offices across Surrey and SW London.
We are a full service firm - for private clients we are renowned for family law, residential property, tax planning, trusts, wealth management and wills and probate.
For business clients we have teams dealing with the full range of corporate and commercial law, dispute resolution, employment and commercial property.
**Overview of the Vacancy**
TWM are committed to delivering exceptional services to our clients, and as part of our continuous improvement, we are seeking a highly skilled and motivated individual to join our team as the Head of Reception and Telephony in our Guildford head office.
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.
**Key tasks, duties and quality standards**
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
This job description is non exhaustive and the firm reserves the right to vary the duties and responsibilities of the post holder at any time according to the needs of the firm’s business.
**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.
**Desirable skills**
- Experience working in a law firm or professional services
This is a full-time position with competitive pay.
**Benefits**:
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- Private medical insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Performance bonus
Ability to commute/relocate:
- Surrey, GU1 4RD: reliably commute or plan to relocate before starting work (required)
**Education**:
- GCSE or equivalent (required)
**Experience**:
- Customer service: 5 years (required)
- receptionist and telephony: 5 years (required)
Work Location: In person
Reference ID: GA52
-
Head of Receptionists
6 months ago
Guildford, United Kingdom Douglas Scott Legal Recruitment Full timeYou 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 and Events Administrator
6 months ago
Guildford, United Kingdom The Diocese of Guildford Full timeWe are looking for an enthusiastic and highly organised Reception and Events Administrator to support our Administration Team and be responsible for the day to day running of our meeting rooms, ensuring all rooms are set up in accordance with the meeting organisers requirements and all visitors receive a warm professional welcome to the building. You will...
-
Head Registered Veterinary Nurse
4 weeks ago
Guildford, Surrey, United Kingdom Global Veterinary Careers Full timeHead Registered Veterinary Nurse OpportunityWe are seeking a highly skilled and experienced Head Registered Veterinary Nurse to join our team at a well-established clinic in Surrey. As a key member of our team, you will be responsible for providing exceptional patient care, leading a dedicated team of nurses and reception staff, and working closely with our...
-
Head Registered Veterinary Nurse
1 month ago
Guildford, Surrey, United Kingdom Global Veterinary Careers Full timeJob Summary:We are seeking a highly skilled and experienced Veterinary Nurse to join our team as a Head Registered Veterinary Nurse. As a key member of our nursing team, you will be responsible for providing exceptional patient care and leading a dedicated team of nurses and reception staff.Key Responsibilities:Provide high-quality patient care and manage...
-
Exams Officer
6 months ago
Guildford, United Kingdom Group Eleven Full time**Must have exam manager experience**: - **Must be able to oversee other exam officers**: - **Must have an Enhanced DBS**: - **Happy to start contract work leading to Perm.** examinations officer’s role covers: - Liaising with a wide range of internal and external stakeholders, including students, parents, Heads of Departments, Heads of Years,...
-
Helpdesk / Switchboard Operator
4 weeks ago
Guildford, United Kingdom CV-Library Full timeJOB DESCRIPTION Position Title Switchboard Operative Site Allianz Guildford Reports to Contract Support Hours of Work 35 Hours per week, between 9.00 and 17.00 PURPOSE OF THE JOB A customer and team facing role to provide exceptional customer service and business support through switchboard operation and administrative and clerical tasks in...
-
Front of House Bank
6 months ago
Guildford, United Kingdom Nuffield Health Full timeHEAD OFFICE Front of House BANK Bank Front of House Team Member Guildford FWC | Reception| Bank contract | part time Working on the bank means you are not contracted to a set number of hours per week but instead work on an ad-hoc basis to suit the needs of the business and your availability Making a great first impression is really important. That’s why...
-
Workshop Controller
6 months ago
Guildford, United Kingdom Sandown Mercedes-Benz of Guildford Full time**Workshop Controller** **Mercedes-Benz of Guildford** An opportunity has arisen to join us as a Workshop Controller at Mercedes-Benz of Guildford. The main purpose of this role is to manage the process of optimising workshop resources to meet agreed departmental budgets and to control the flow of work through the workshop to maximise its utilisation and...
-
Helpdesk / Switchboard Operator
2 days ago
Guildford, United Kingdom CBRE Local UK Full timeJOB DESCRIPTION Position Title Switchboard Operative Site Allianz Guildford Reports to Contract Support Hours of Work 35 Hours per week, between 9.00 and 17.00 PURPOSE OF THE JOB A customer and team facing role to provide exceptional customer service and business support through switchboard operation and administrative and clerical tasks in order to...
-
Night Supervisor
5 months ago
Guildford, United Kingdom Guildford Manor Hotel & Spa Full time**Night Supervisor** **The Role** We are seeking a full time Night Supervisor to ensure excellent standards of service from 10.30pm until 7am, 5 days per week. This is a lone working position with responsibility for fire safety, security, hotel reception and guest care during their shift. This is a responsible role requiring someone with a mature head and...
-
Part Time
5 months ago
Guildford, United Kingdom Guildford Manor Hotel & Spa Full time**Night Supervisor** **The Role** We are seeking a full time Night Supervisor to ensure excellent standards of service from 11.00pm until 7am, on Wednesday and Thursdays each week. Additional hours available dependant on business. This is a lone working position with responsibility for fire safety, security, hotel reception and guest care during their...
-
Night Supervisor
5 months ago
Guildford, United Kingdom Guildford Manor Hotel & Spa Full time**Night Supervisor** **The Role** We are seeking a full time Night Supervisor to ensure excellent standards of service from 10.30pm until 7am, 5 days per week. This is a lone working position with responsibility for fire safety, security, hotel reception and guest care during their shift. This is a responsible role requiring someone with a mature head and...
-
Chef de Partie
6 months ago
Guildford, United Kingdom Barnett Hill Hotel Full timeThe Role Duties will include; Producing food for all service periods in the Restaurant, as well as Bar/Lounge food, Banqueting, Room Service and Afternoon tea. Preparation, production and service of food to the standard required in a timely and efficient manner Fresh local seasonal produce used wherever possible with some being grown in our small...
-
Client Care Assistant Guildford
6 months ago
Guildford, United Kingdom Medivet Group Ltd Full time**The role** We believe in exceptional care for both our patients and client. We are seeking a Veterinary Receptionist (Client Care Assistant) to join our practice. This role will be supporting a team of Veterinary Surgeons, Nurses and Patient Care Assistants. As a Client Care Assistant, you’ll use your excellent customer service skills to welcome and...
-
Business Support Officer
5 months ago
Guildford, United Kingdom halow project Full time**Role: Business Support Officer** as part of the **halow project**, a charity providing support to adults with learning disabilities. **Location**:Our head office is based in central Guildford where this role will be based. **Hours: 37.5** hours per week, Monday-Friday. **Salary**: £24,000 per annum **Annual Leave**: 33 days, inclusive of bank...
-
Senior Veterinary Nurse Manager
1 month ago
Guildford, Surrey, United Kingdom Global Veterinary Careers Full timeJob Summary:We are seeking a highly skilled and experienced Head Registered Veterinary Nurse to join our team at a well-established clinic in Surrey. As a key member of our nursing team, you will be responsible for providing exceptional patient care, leading a dedicated team of nurses and reception staff, and working closely with our Branch Partner to...
-
Administrator
3 hours ago
Guildford, United Kingdom Bupa Full timeJob Description: Receptionist/ Administrator Bupa Health Centre, Guildford, GU1 4HD Permanent - Full Time (40hrs pw) Hours - Monday to Friday 8am-5:30pm (plus occasional Saturdays) £25,250 pa plus fantastic benefits We make health happen. Working in our UK support functions you’ll play a key part in helping our customer facing...
-
Veterinary Receptionist
5 months ago
Guildford, United Kingdom Medivet Group Ltd Full time**About us** We are seeking a Veterinary Receptionist (Client Care Assistant) to join our Guildford practice in a permanent role, 40 hours per week. We’re a community of passionate veterinary professionals committed to providing truly exceptional care. We’re set on building something extraordinary: creating the most forward-thinking and innovative place...
-
Business Support Coordinator
6 months ago
Guildford, United Kingdom Knight Frank Full timeContract Type- Permanent- Employment Type- Full-Time- Working Requirements- On Site- Hours- 9:00am to 5:30pm- Salary- Competitive- Division- Residential- Location- GuildfordKnight Frank is looking to hire a Business Support Coordinator for the Guildford Residential Sales Office. We are the world’s leading independent international property consultancy,...
-
Oncology Administrator
5 months ago
Guildford, United Kingdom Nuffield Health Full timeHEAD OFFICE Oncology Administrator **Administrator** Guildford Hospital | Oncology Administration | Permanent | Full Time Up to £22,500.00 depending on experience 37.5 hours per week Our Oncology Unit team in our Guildford Hospital currently have an opportunity for a an Oncology Administrator. As with all reception roles our main focus is our...