Client Services Director

2 weeks ago


Birmingham, Birmingham, United Kingdom Irwin Mitchell Full time

About the Role

To lead a team to deliver outstanding service in every internal and external client interaction through all communication channels made via the Contact Centre without creating any reputational or financial risk to the firm.

Leading a team of circa 10-15 colleagues within a department of circa 30-60.

  • Manage the Contact Centre team to optimum performance levels to achieve agreed targets contributing to the company's objectives.
  • Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives. Manage performance through regular, effective reviews, addressing performance issues according to the company's policies and procedures.
  • Conduct development reviews and recommend training and development plans.
  • Deliver all departmental KPI's, achieving set targets and objectives within the inbound, all ancillary areas, outsource and overflow services.
  • Challenge processes and procedures, identify and implement improvements to enhance the customer experience or improve operational efficiency.
  • Build effective relationships with other teams and departments. Communicate all information clearly and in a timely manner.
  • Act as a role model to others whilst striving to achieve high standards of performance and customer service.
  • Ensure full adherence to the company's Health & Safety policy and procedures.
  • Examine real-time and historical statistical reports for both individual and team performance to ensure availability to service clients.
  • Provide regular coaching sessions, agree and document action plans.
  • Identify and recommend ideas to innovate the client and/or colleague experience.
  • Manage all delivered tasks in the department including telephony, process & digital activity ensuring the department is appropriately staffed during operational hours, including during a business continuity event.

About You

  • Excellent telephone based skills.
  • Ability to work in a fast paced environment whilst maintaining a high level of accuracy and output.
  • Strong team player.
  • Ability to motivate and performance manage to get the best out of people.
  • Excellent organisational skills.
  • Ability to prioritise and produce solutions to problems.
  • Excellent oral communication skills.
  • Comprehensive understanding of work force management techniques.
  • Keen focus on quality standards and experience of implementing quality management tools.
  • Previous experience of working in a legal/professional services environment (LHL only).
  • Experience of supervising a team of individuals.

Our Benefits

  • 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
  • Generous and flexible pension schemes.
  • Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
  • Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.


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