Head of Reception and Telephony

**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