Switchboard Operator

Closing date: 24/01/2018
Experience level: Entry level
Term: Permanent
Working hours: Full-time (9:15am-5.45pm Monday to Friday)
Team: Estates Management
Location: Northampton
The firm

Shoosmiths - UK Law Firm of the Year Winner at the Legal Week British Legal Awards 2015.

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

The team

Estates Management is the integration of processes within an organisation to maintain and develop the agreed services which support and improve the effectiveness of its primary activities. This encompasses multi-disciplinary activities within the built environment and the management of their impact upon people and the workplace. Effective estates management, combining resources and activities, is vital to the success of any organisation. At a corporate level, it contributes to the delivery of strategic and operational objectives. On a day-to day level, effective estates management provides a safe and efficient working environment, which is essential to the performance of any business – whatever its size and scope.  Responsibilities of this team include property strategy, space management and communications infrastructure to building maintenance, administration and contract management.

The role

We are seeking a Switchboard Operator to form part of the new centralised national switchboard team based in Northampton.

As a Switchboard Operator, you will provide an exceptional telephony service to both external and internal clients, ensuring that service level agreements are met.

Main responsibilities

Service level

  • All calls to be answered within three rings
  • To announce all calls in a professional manner
  • To respond to all inbound emails within half an hour
  • Be aware and follow the firm’s complaints procedure
  • Record out of hours office messages on a national basis to ensure consistency
  • Provide BCP support to any office that requires it
  • Ensure “right first time delivery" of every incoming call
  • To answer all calls, with politeness, proficiency and professionalism at all times
  • To report switchboard faults and seek prompt resolution
  • Ensure voicemail is checked daily and ensure correct first time delivery of message in person/via email
  • Update telephone lists, manage firmwide legal adviser reference allocation and any other administrative tasks as required
  • To liaise with local reception teams to share departmental information and staff whereabouts
  • To lead by example in all areas of performance and to continuously demonstrate the firms brand values
  • Endeavour to protect the brand image for the Firm


Main responsibilities

  • To answer all calls within 3 rings
  • To announce all calls to staff
  • To raise any issues to the switchboard services manager
  • To attend 1-2-1’s with your line manager on a regular basis
  • To attend training with the switchboard services manager on the Firms legal products, good customer service techniques and any relevant training as required
  • To provide Saturday Switchboard cover on a rota basis in the absence of Saturday switchboard operative
  • Undertake any other duties deemed reasonable
  • To provide cover until 6pm on a rota basis to cover holiday/sickness
  • Complete all administrative tasks as requested by Line Manager
Skills and qualifications
  • Ability to work with minimum supervision – previous experience in a customer service role is required, ideally within a telephony-based role.  
  • Proactive and inquisitive approach in order to build a good knowledge of the firm's legal products and services
  • Strong teamwork skills
  • Must be enthusiastic and have a pro-active, innovative approach to getting things done
  • Have a passion for providing high standard of customer service
  • A team player with the ability to remain calm during busy periods
  • Able to work under pressure to achieve agreed targets
  • Have the ability to use your initiative, prioritise workloads and make effective decisions
  • Energy, drive and enthusiasm as well as pro-active approach to getting things done
  • Possess excellent interpersonal skills, strong organisational skills and ability to demonstrate ownership


Benefits package

Shoosmiths has an outstanding benefits package; we believe that all staff should be rewarded for their commitment to the continued success of the firm. These can include:

  • A pension scheme with employer contributions of up to 5.5%
  • Generous life assurance cover for peace of mind, up to 8 times salary
  • Up to 23 paid working days holiday per annum with the option to buy up to 8 additional days. You can choose to 'flex' twice a year - January and July
  • 'Happy Birthday!' - have a free day off to celebrate and a £50 voucher to spend! (We won't take it from your annual entitlement)
  • Childcare vouchers which are not subject to tax or NI
  • Interest free season ticket loans
  • Staff introduction bonus scheme
  • Corporate discounts on a wide variety of products and services
  • Discounted conveyancing and legal advice, for instance for wills and family trusts

The application process

If successful, you will be contacted by a member of our recruitment team to attend an interview at our Northampton office. There will be two interview stages in total.

Interested but have further questions? Get in touch with me directly via email or phone (francesca.atkins@shoosmiths.co.uk) (03700 861984) 

Equal opportunities

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.