Switchboard Board Operator

6 months ago

London, United Kingdom Hodge Jones & Allen Full time

As part of a small team the primary responsibility of the Switchboard Operator - Receptionist Team Leader will be to providing a professional client focused image of the firm through provision of the Reception and Switchboard 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 maintaining security for the building by providing passes to staff and signing in visitors, notifying appropriate legal teams that a visitor has arrived to see them, keeping track of clients arriving for appointments and when they leave the building, answering phone calls and responding appropriately to the caller’s needs.

**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**
- Team Management: Manage and prioritise all day to day operations for the reception, switchboard and helpdesk services.
- Efficient Call and Visitor Management: Provide a highly organised and competent telephone operator service both internally and externally on all aspects of telecommunications to and from the firm via the switchboard. Promptly and accurately handle incoming calls and direct visitors to the appropriate resources.
- High-Quality Customer Service: Provide a professional, helpful and efficient customer service via the Switchboard to allow the effective reporting and follow-up of services, client complaints and improvements.
- Comprehensive Administrative Support: Manage bookings, meeting rooms, daily post, travel arrangements, and other administrative tasks efficiently.
- Effective Communication and Coordination: Provide a professional first class customer focussed Reception service. Dealing with a wide variety of people and queries in a helpful and courteous manner, being sympathetic to the various needs of staff, clients and visitors.

**Key Expectations**

**Team Leadership**
- Supervise and support the receptionist team to ensure a high standard of service.
- Train new receptionists and provide ongoing coaching and development.
- Manage team schedules and ensure coverage during all business hours.
- Address and resolve any operational issues at the reception desk.
- Identify areas for improvement and implement solutions to enhance efficiency and service quality.
- Handle sensitive information with confidentiality and discretion.
- Adhere to privacy policies and procedures.

**Client and Visitor Management**
- Serve as the first point of contact for clients and visitors, both in person and over the phone.
- Greet clients and visitors warmly and professionally.
- Enter or register clients in for appointments and provide necessary directions.

**Efficient Call Management**
- Answer and screen incoming calls promptly.
- Route calls to the appropriate person or department efficiently.
- Utilise interviewing skills to assess caller needs and connect them with the appropriate resources within the firm.
- Provide accurate information to callers and respond to enquiries.

**High Standard of Customer Service**
- Exhibit good listening skills to understand and meet client needs.
- Resolve client issues and complaints promptly and professionally.
- Ensure a positive experience for all clients and visitors.

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

**Administrative Support**
- Maintain and update appointment schedules and calendars.
- Perform data entry and manage client records accurately.
- Assist with administrative tasks such as filing, photocopying, and managing mail.
- Administer bookings and organise meeting rooms efficiently.
- Manage daily post and handle courier bookings.
- Book travel and taxis as required.

**Coordination and Communication**
- Liaise with internal departments to coordinate client services.
- Communicate effectively with team members and other staff.
- Maintain a clean and organised reception area.
- Liaise with building management, intern

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