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 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.

08001 221 2299
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