Head of Receptionists (Head of Telephony)

Guildford – £30,000 - £35,000

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.

Travel will be required across the six sites, so this role will be office based no hybrid working.

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
• Undertake other duties as from time to time required. 

Person specification
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, see below. Desirable skills
• Experience working in a law firm or professional services