Client Care Team Leader (Part-Time)
Stowe Family Law, United Kingdom

Fancy a different challenge?

Thanks for checking out our job description for a Client Care Team Leader here at Stowe Family Law. Do you currently work in a client facing role and fancy a new challenge? Are you looking for a role which can provide flexibility around your personal life? Do you get enjoyment from providing a great client experience?

Our Client Care Team handle all new business enquiries for the firm and is essential to the continued growth and ambitions of the business. The team deal with in excess of 3000 new enquiries per month and are the first point of contact for a potential new client with the company, so it is essential that a best in class service is delivered to each client. The Client Care team leader will be a hybrid role spending circa 50% of the time supporting the client care team in handling new business enquiries. The other 50% of the role will be spent supporting the Client Care Manger with the management and delivery of the service proposition through effective people management and performance coaching.

Who ‘is’ Stowe Family Law?

Stowe Family Law is the country's largest specialist family law firm with over 70 lawyers specialising in divorce, financial remedy and children law across 33 offices. We’re the experts in what we do and the way we help our clients is exceptional.

In the last few years we’ve grown the business by over 150%, so now is a great time to join us, we’ve already laid the groundwork and now, we’re about to build something really special. We have big ambitions for Stowe Family Law: to serve more clients than ever before, to make Stowe the best place to work for our people, and to grow our business for the benefit of all of our stakeholders. But, to build the UK’s leading family law practice, we need to build the best team in each location; that’s where you come in.

Duties amp; Responsibilities;

The following list of duties is not exhaustive but gives a flavour of the responsibilities the Client Care Team Leader will undertake:

• Handling New Business Enquiries to support the Client Care Team during times of peak demand
• Supporting the Client Care Manager in the day-to-day operations of the Client Care Team including:
  • Resource planning
  • Service Level management
  • Performance Management of the Client Care Team advisors through
    • Call monitoring
    • Call Coaching
    • Effective 121’s
    • Regular Team huddle
    • Personal Development Plans
• Being proactive to identify issues, suggest solutions and assist in implementing change
• Resolution of any client queries, liaising where needed with Managing partners and Fee Earners
• Keeping the Client Care Manager up to date with any potential issues effecting our ability to meet client demands and expected service delivery standards

• Previous line management experience would be beneficial
• Customer focused can do attitude and gets the jobs done with the best possible outcome for the client
• Excellent organisational skills
• The ability to build strong working relationships across all areas of the business
• Excellent communication skills, both orally and in writing
• Ability to tailor communication to the audience ensuring a message is delivered to and understood by all
• The ability to work well in a team-based organisation
• The ability to work effectively and efficiently in a fast-paced environment
• Strong IT literacy and high level attention to detail
• Business focused

Values amp; Behaviours;

• We Achieve Together - A team player who works with others to get the job done, sharing success and learning when things haven’t gone as well as they could
• We Have Spirit Hard working and committed with a passion for delivering a great client experience. A proactive individual who will go the extra mile
• We Want Growth Ambitious and forward thinking always looking at ways we can do things more effectively and add value to the business

Hours;

25 hours per week

Stowe's Benefits;

• An attractive salary (23-25k FTE)
• Lucrative performance and values related bonus
• 26 days annual leave (FTE)
• Mental wellbeing days
• Employee Assistance Programme
• Contributory pension
• Enhanced maternity pay
• Enhanced adoption pay
• Enhanced paternity pay
• Enhanced bereavement pay
• Paid emergency dependents leave
• Paid leave for fertility treatment
• Simply health (including counselling sessions, 24/7 GP access, dental cover, health assessments etc)
• Discounted legal services
• Life assurance<

Job Rewards and Benefits