About Which? Legal Services
Which? has been an independent consumer champion for more than 50 years. In 1976, we launched Which? Legal to put that experience and commitment to work helping consumers resolve their legal problems. We have over 70,000 customers and our specialist team of expert legal advisers provide step by step telephone guidance to help them through a range of general legal issues.
It’s an exciting time to join us as we significantly grow our legal team in Bristol. In addition, we have also recently been given an amazing opportunity by the Solicitor's Regulation Authority which will give us the chance to improve our offerings to Which? members. We are all very excited for the future and want the right professionals to join us on this incredible journey.
About the role
This role leads and inspires our customer services team within Which? Legal Services ensuring we deliver against our revenue and service targets which contribute to the overall goals of our business. You will drive engagement and support your team in achieving and exceeding their personal objectives whilst delivering a first class customer experience.
Key responsibilities include:
·Developing strategies that ensure we consistently deliver an excellent customer service
·Implementing key legal sales and service initiatives to improve customer satisfaction and business performance
·Resolving high level customer complaints and escalations quickly and effectively to the satisfaction of our customers and the business
·Providing call quality feedback to your team
·Monthly 1:1’s with your team, performance management and development
·Leading and motivating your team and creating a supportive working environment
·Ensuring key processes and procedures are adhered to
·Achieving business unit service levels and sales targets
We’re looking for a brilliant people manager and customer services guru. You will be experienced in leading, managing and coaching a high performing team in a customer services / sales environment. You’ll relish the opportunity to lead your team in delighting our customers with the service they have come to expect.
As an experienced coach you’ll coach and motivate your team to meet personal and development targets. You’ll be results driven with a commercial focus and will be a confident communicator with the ability to communicate clearly our products and services.
You will enjoy working in a high pressure environment with great planning and organisational skills and proficiency in Microsoft packages and in house CRMs.
You’ll have an opportunity to shape this role and be an integral part of our Legal Services team as we increase our team in our Bristol office.
What we'll give you in return
Let's not be modest, our rewards package is one of the best out there. In addition to a competitive salary we offer a generous 28 days holiday, life assurance and a fantastic pension scheme where we contribute 11% after just one year of service.Our office is in the heart of the city centre and a stone’s throw from
- Customer Service
- Performance Management
- Sales Management
- Team Management