Client Experience Leader

at  Irwin Mitchell

We’re a national law firm with a local reach. Our philosophy is ‘we’re legal and financial experts that care’ – something you’ll find in the way we work with our clients and how we support our teams. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.
We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.
We’re always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to one of our Talent Acquisition team for more information.

To lead a team to give exemplary 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 department of circa 30-60.

• Lead and motivate a 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.