Team Leader - Triage

 

FindLaw UK, an entrepreneurial business unit of Thomson Reuters, is the UK arm of the world’s leading provider of online legal information and Internet marketing solutions for law firms. FindLaw UK also runs the Caven service, the UK’s leading provider of client-solicitor introductions.

We are looking to hire a Team Leader in the Call Handling department on a full-time, permanent basis. Reporting into the Senior Team Manager, you will be responsible for managing a team of 7 Call Handlers.  This role holds responsibility for providing clear direction and guidance to motivate and drive the team to achieve efficient customer service and exceed their monthly targets. You will be accountable for productivity, on-going training and development and overall performance.

The successful individual will have a real passion for people development and must have worked in a target driven environment in the past and have exceeded/met targets.

Key Responsibilities:

  • Provide excellent customer service over the phone and via email
  • Field inbound calls from clients looking for legal advice and refer them to one of our Case Handlers
  • To ensure that all database protocols are actively followed
  • To ensure that all daily, weekly and monthly reports are ran correctly and on schedule
  • To implement and manage a coaching culture within the team through ongoing coaching with all team members
  • To clearly define and communicate monthly, weekly and daily targets for both the team and individual
  • To utilise call recording system and agreed templates to monitor and evaluate calls and to identify key development areas
  • To implement performance management programmes where staff fall below required levels and provide sufficient support

Essential skills/personal attributes required:

  • Previous experience as a Team Leader within a call centre (or similar) environment
  • Excellent IT skills with experience of MS Office, specifically Excel and Outlook
  • Self-motivated, with ability to motivate others
  • Ability to work in a high-volume and target driven work environment
  • Excellent communicator with approachable manner and lively demeanour
  • Conscientious with an eye for detail and an eagerness to learn
  • Good time management and organisation skills
  • Ability to develop good working relationships with all levels of personnel across all teams

In return we offer:

  • Market competitive basic salary + generous bonus
  • Excellent benefits package, to including contributory pension, health insurance and generous holiday allowance and many more
  • A fun and lively working environment in a fast-growth company
  • Excellent career progression opportunities

If you think you could be suitable for this role please send your CV and a brief cover note to emma.kiley@craven.org.uk and we will respond to candidates that we wish to take forward within 7 working days. Please note that, due to the number of applicants that this role attracts, we are only able to respond to successful candidates.

Call
08001 221 2299
or fill in the form
Our trained advisor contacts you
Your chosen specialist solicitor calls you
Quick enquiry form
What our clients say about us
"I'm very happy with the service you have provided and with Caven. I have already recommended your website to my friends."

Carolina, Employment law, London, Aug 12
"Thank you so much for your recommendation. The solicitor suggested really interesting alternatives, and gave me moral support. I'm so glad I came across your website."

LR, Kingston, Nov 10
"We engaged the solicitor's services and everything has been fantastic. It was such a relief...I wish I had called you earlier and saved myself hours of calls!"

Jaye, Civil litigation, N. Yorks, Feb 13
"Having accepted referrals for several years through Caven, I have been most impressed by the quality of their leads and their professional approach."

AE, Manchester Solicitors, July 09
"I was offered unbiased and honest opinions from the firm you put me in touch with. I felt unpressured and this took a weight off my mind."

KS, Employment law, Oxford, July 12
"Caven's solicitors were fantastic and won me the compensation I was hoping for following my accident."

Tom F, PI, Edinburgh, March 09
"Sincere thanks for making things a lot easier for me and my family. When I contacted you initially I really didn't know where to start and was terrified by what costs might be involved."

TC, London, March 11
"Your service was very quick, easy to use and I got legal advice in a language I could understand. Superb service!"

RC, Bristol, July 11
"Initially I was sceptical about asking a question online (never having done that before) but would do it again and would recommend others do the same."

Pete Chambers, Feb 12
"Without Caven I wouldn't be here right now. Excellent customer service, and representation from the firm, and now I have my Resident Card. Thank you!"

Farah Hawk, Immigration, Oct 12