Legal Advice & Call Centre Manager

Legal Advice & Call Centre Manager

Hinckley   •   £50,000 - £60,000   •  Permanent

• Legal Advice & Call Centre Manager
• Fantastic opportunity to join the UK's leading provider of online legal services

About our Client

Epoq (www.epoq.co.uk) is the UK's leading provider of on-line legal services. By utilising cutting edge document automation technology, integrated work flow systems and content, together with legal advice and document review, they enable banks, insurers and law firms to deliver legal services to their consumer and business clients. Their services include "intelligent" legal documents like wills, divorce, employment agreements and tenancy contracts over the web.

Epoq's customers include major brands such as MORE TH>N, Which?, Saga,  Allianz, NatWest, AXA, and Royal Bank of Scotland. They aim to transform the market for the delivery of legal services, using technology to make law easy.

A recognised leader in its field, this high growth company are looking for a Legal Advice & Call Centre Manager to be part of the company’s senior management team. Reporting direct to the CEO, you will take responsibility for running the small call centre; set objectives and ensure they are delivered; ensure that excellent service is provided to end customers and that agreed service levels and performance measures are met.

Job Description

The role comes with the following responsibilities:

• Create objectives and plans for the call centre that support strategy agreed at Board
• Ensure agreed SLAs are met or exceeded
• Aim to continually improve SLA and KPI performance
• Provide, as cover, legal advice and document review when necessary
• Provide leadership, direction and opportunities for development to all direct reports and team members.
• Take responsibility for handling and resolving complex issues or complaints
• Ensure compliance with all SRA and FCA regulations.
• Participate in regular senior management meetings and contribute to the setting of company strategy

The Successful Applicant

In order to be successful you will need the following skills and experience

• Degree in law or other legal qualification (e.g. LPC, Bar Finals or ILEX)
• Experience in delivering customer facing legal services in one, or more, of the following areas: wills & estates, employment, general commercial, landlord & tenant, family
• Background of managing a customer facing team of at least 8 people, and ideally more
• Strong IT skills
• Excellent organisational skills
• A passion for providing excellent customer service
• Experience in a call centre environment where technical and complex work is carried out a district advantage

What's on Offer

This fantastic opportunity offers the following:

Competitive basic salary of £50,000 - £60,000 + 10% annual bonus + 25 days holiday + pension