Our client is one of the largest regional law firms based outside of London.
The firm provides a wide range of specialist, high quality, legal expertise and are looking for a Telephonist/Switchboard Operator available to start on the 5th of March for a period of four weeks to cover planned absence.
Reporting to the manager, you will be responsible for providing a high quality telephony and call delivery service to internal and external clients.
Duties will include:
•To work as a team and ensure a smooth and efficient telephonist service
•To receive and initiate calls promptly and efficiently whilst identifying the caller’s requirements
•Transferring calls as appropriate, while at all times projecting their image in a courteous, efficient and helpful manner
•To provide a value added service; developing, maintaining and applying knowledge of the services that they offer knowing who key stakeholders are in the business and their contact numbers, ensuring that there is a good understanding of terminology used to ensure that the Service Level Agreements (SLAs) are met
•To carry out any necessary system tests and to advise the Telephonist supervisor on any system or operation fault
•To be aware of emergency procedures connected with the operation of switchboard and ensure that the appropriate alerts are made in the event of a major incident
•To play an active role and at all times contribute towards the efficient and effective operation of the Telephonist function
•To contribute to the improvement and development of the client experience for those using the Telephonist function
•To comply with the necessary procedures and processes for duties and activities within the Telephonist function
•To assist with the continuous review of activities to ensure the development of systems and procedures, whilst at all times ensuring the provision of a high quality service in accordance with client needs
•To comply with relevant health and safety and security requirements, including emergency procedures
•To assist with clerical duties as requested, which may include assistance for other teams in the business (e.g. binding, mail shots)
Skills and Attributes:
•Must demonstrate a friendly disposition and present a professional appearance
•Must be able to communicate in an effective and business-like manner with all levels of clients, staff and stakeholders
•Experience of working in client service provision (e.g. telephony, reception, switchboard operation, customer services)
•Excellent organisation skills, the ability to prioritize, problem solve and apply common sense
•Excellent listening skills and the ability to interpret these for clients
•Excellent interpersonal skills to deal with a range of people internal and external to the business
•Must have the ability to deal with a variety of tasks and remain calm under pressure
•Must have the ability to use initiative/minimum supervision
•Must have the ability to work in partnership with people at all levels – internally and externally
•Must be approachable, friendly and diplomatic
•Should have excellent verbal communication skills
•Good experience of Microsoft office and Telephonist applications are beneficial
•Client focus, providing excellent service to internal and external clients
•Concern for quality, taking pride in high quality work by self and others in the team
•Team Player with an aligned approach and strong interpersonal skills
•Adaptable with the ability to respond appropriately to others in a constructive manner
•Proactively supporting others and identifying with the team
•Initiative – Constantly looks for opportunities to do things better for internal and/or external clients.
This role requires a very flexible approach as the Telephonists cover the switchboard from 8am to 6pm, operating a three shift system, for example 8:00 - 4:15 or 9:00 - 5:15.
If you have the experience and are currently looking for a new challenge, then please submit an up to date CV by using the ‘apply’ button below. For informal chat, please phone 01752 252533 and ask for Rachel. Many thanks for your interest.