Telephonist

Recruiter
TQR Plymouth
Location
Plymouth
Salary
Call for further information
Posted
05 May 2017
Expires
15 May 2017
Contract Type
Permanent
Our client is one of the largest regional law firms based outside London. The firm provides a wide range of specialist, high quality, legal expertise and are looking for a Lead Reception and Events Co-ordinator.

Reporting to the manager, the role is responsible for providing a high quality telephony and call delivery service to internal and external clients.

Duties will include:

- To work as a team to 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 time projecting Foot Anstey's image in a courteous, efficient and helpful manner.
- To provide a value added service; developing, maintaining and applying a tacit knowledge of the products and services that Foot Anstey offers, 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 Foot Anstey and 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, customer services);
- Excellent organisation skills, the ability to prioritise, 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
- Ability and experience of working as part of a team
- Ability to work in partnership with people at all levels - internally and externally
- Must be approachable, friendly and diplomatic
- Excellent verbal communication skills;
- Good experience of Microsoft office and Telephonist applications.

Competencies

- Client focus - Providing service excellence to internal and/or external clients.
- Concern for quality - Takes pride in high quality work by self and others in the team. Is a role model and sets an example to others in aiming to get quality right first time.
- Team Player - an aligned approach with strong interpersonal skills, adaptable with the ability to respond appropriately to others in a constructive manner.
- Proactively, support others, identify with the team and speak positively about it.
- Communication and listening skills - Clearly expresses complex ideas and information, using appropriate styles and approaches for different audiences.
- Initiative - Constantly looks for opportunities to do things better for internal and/or external clients.
- Ownership - Takes ownership of tasks that have been delegated. Demonstrates focused determination to complete work on time. Seen as reliable, trustworthy and dedicated. Demonstrates persona, gravitas, flexibility and commitment to get the job done.
- Personal organisation - Organised at managing changing workloads. Juggles multiple tasks/projects. Prioritises work in line with changing client needs.
- Resilience - remains energised and focused in the face of ambiguity, change or strenuous demands.
- Be an ambassador for living the Firm's values; Progressive, Determined and Supportive

This role requires a very flexible approach as the Telephonists cover the switchboard from 8am to 6pm operating a three shift system.

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 and ask for Louise. Many thanks for your interest.