Switchboard Operator

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 National Switchboard is a small team of operators placed within the Estates Management department of Shoosmiths.  The Switchboard is responsible for all of the incoming calls both external and internal. The team receive on average 1000 calls per day delivering the highest level of client service. It is a key function to support the core business.  Responsibilities of the team include, call handling, outstanding delivery of calls, professional and proficient support to clients and colleagues. To lead by example and performance, delivering and demonstrating the firm’s brand values.

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 firm wide 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
• 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 on a rota basis to cover holiday/sickness
• Complete all administrative tasks as requested by Line Manager

• 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

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.