Office Administrator/receptionist

6 months ago

Guildford, United Kingdom TWM Solicitors LLP Full time

**The Firm**

Established in 1799, TWM Solicitors LLP is a leading South East law firm with approximately 220 people across offices in 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.

**Purpose of the role**

We require an Office Administrator/Receptionist within our Central Services department to:

- assist in the smooth running of the firm by providing a range of support services within the general office function;
- assist all staff with general office and administrative duties; and
- provide a professional, welcoming, pleasant, accurate and high quality reception service to clients, suppliers and visitors to the office. The reception function is crucial to the firm’s ability to impress clients, whether new or existing. Receptionists are our ambassadors and they set the tone for our clients’ experience of TWM. They fulfil an invaluable marketing function and affect the fee earning potential of the firm.

**Key tasks, duties and quality standards**
- Runs the post desk and dealing with incoming and outgoing mail and faxes quickly and efficiently.
- Receives the post, deliveries, payments from clients and miscellaneous items and distributes these items in a timely and appropriate manner.
- Archiving of files, maintaining and monitoring file archiving databases and undertaking associated administration duties, including arranging for files to be collected or retrieved from storage as required.
- Undertakes some physical lifting.
- Photocopying, often in large volumes for court bundles and under the pressure of deadlines, and distributes appropriately and in a timely manner.
- Manages stationery stock.
- Runs errands in the town centre.
- Undertakes general administration duties
- May be asked to undertake some basic IT work, possibly some typing of attendance notes.
- Makes and receives telephone calls, answering any queries helpfully and referring callers to other offices of the firm if required. Puts calls through to fee earner’s secretaries if they are unavailable but holds calls briefly if they cannot be taken immediately.
- Actively promotes the firm by delivering good customer care standards.
- Welcomes clients calling for appointments, inviting the clients to wait in the waiting room.
- Takes copies of passports and utility bills from clients calling with identification for Money Laundering Regulation purposes.
- Keeps the reception area and waiting room tidy and free from litter at all times.
- Provides refreshments when asked to do so.
- Offers a co-operative "can do" and team-oriented attitude and positive attitude to asking for work.

**Qualifications**
- GCSE in Maths and English (A*-C) or (9-4) or equivalent

**Essential personal qualities and attributes**
- Courteous and efficient telephone manner, bright, alert, interested and helpful
- Professional appearance, including tidy hair, appropriate makeup and attired as agreed as appropriate by the firm, including being prepared to follow a uniform
- Patient and diplomatic manner
- Flexible, co-operative and a supportive team player
- Bright and enthusiastic
- Self-motivated and able to work without close supervision
- Demonstrates appropriate commercial awareness
- Is comfortable working in a busy environment and working under pressure
- Is willing to learn and try new ways of working

**Essential skills, knowledge and abilities**
- Proven reception experience dealing with clients face to face and over the telephone
- Able to provide a welcoming environment
- Skilled in customer care and communication
- Is attentive when being spoken to, asks questions and seeks clarification where necessary
- Demonstrable experience of having dealt with difficult situations and customers
- Able to convey straightforward information clearly and accurately in writing and orally
- Able to make sound judgements which show an understanding of the boundaries of the post
- Computer literate
- Self-motivated
- Able to work in a discreet and sensitive manner

**Desirable skills, knowledge and abilities**
- Previous telephone switchboard and customer service experience

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£25,500.00 per year

**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:

- Guildford, GU1 4RD: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer service: 3 years (required)
- Administrative experience: 3 years (required)
- receptionist: 1 year (required)

Work Location:

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