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Administration Assistant - Call Handling

Posted 8 January by Horwich Farrelly Ended

The basic purpose of the job and its primary objectives:

  • To undertake direct inbound communication on the telephone in a professional and effective manner.

  • To ensure the smooth running and maintenance of the Reception area.

  • To provide file and general administration support to all departments of the firm ensuring all our service level agreements (SLA’s) and management information (MI) deadlines are met.

Main responsibilities:

  • Answer inbound telephone calls and deal with the resultant queries in a thorough and timely manner. This will include calls received via the firm’s switchboard and the Call Centre.

  • Attending to the Reception area of the firm. This will include, but is not limited to, attending to visitors, visitor car parking, meeting rooms and refreshments.

  • Retrieve voicemail and messages and resolve resultant queries.

  • Retrieve e-mails from Enquiries Public Folder and resolve resultant queries.

  • Resolve queries regarding new file reference numbers and relaying information from the VisualFiles history screen where appropriate.

  • Provide a professional and direct call hand off where required.

  • To undertake all administration duties as requested and be prepared to use a high degree of self-management and initiative.

  • To provide support to Fee Earners as and when required.

  • To use all office equipment efficiently & competently.

  • To ensure the confidentiality of all the firm’s and client’s documentation and information in compliance with all DPA requirements.

Required skills

  • Call Centre
  • Organisational Skills
  • Telephone Manner
  • Call Logging
  • Query Resolution

Reference: 33899604

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