Call Centre Manager

If successful you will work in a busy, ever expanding managed legal services team, assisting the current managers and team members in respect of the telephones and client journey. This is an interesting role which involves team management, conduct and oversight, training and delivery of a quality service
**What you’ll need**:

- Leadership skills and the ability to motivate and develop staff
- A flexible attitude and the ability to manage change
- Competency with IT systems
- Call centre experience is preferable
- The ability to set, meet and exceed targets
- Good communication skills with the confidence to liaise openly and clearly with colleagues at all levels
- To have a strong customer focus and excellent telephone manner
- The ability to lead others and show a team how things should be done
- To be able to demonstrate flexibility, initiative and confidence in your own ability
- To have commercial awareness
- To be highly enthusiastic, willing to go the extra mile and be happy to go beyond the job description
- A positive, willing and can do attitude
- A keeness to learn, interested in driving your own career progression and being proactive

**Key duties**:

- Responsibility for the management of the telephone and calls within the team
- Managing call volumes within the telephone team and the wider team
- Managing team call targets and stats
- Responsible for phone cover including the rota
- Assisting with recruitment within the team
- Assisting with telephone training
- Call auditing for the telephone team and wider team and providing feedback
- Assisting with collation of bonus data, rewards and incentives.

**How we work**:
We embrace agile working and offer a blended approach to where and how we work. We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.
This role can be a blend of home and office based work with travel as required into any of our Birmingham hub.

We are committed to providing a service to our clients between the hours of 8am to 8pm on Monday to Thursday, 8am to 8pm on a Friday and 9am to 5.30pm on a Saturday and Sunday. The role will normally involve working to shift patterns to accommodate these hours. This typically involves working one 11.30am - 8pm shift every 4 weeks

**Meet the team**:
Our Litigation Services & Dispute Resolution group has a long-standing experience of working with some of the most successful and influential businesses in the UK and also internationally. Our specialist teams combine expertise with a sound understanding of the commercial landscape to provide exceptional solutions for every aspect of our clients’ corporate requirements.
Lime Solicitors is a trading name of Shakespeare Martineau and specialises in legal services for individuals. Lime Solicitors are one of the UK’s leading Personal Injury, Clinical and Medical Negligence, Industrial Disease and Defective Product compensation claims teams and has expanded to include Will Disputes and Professional Negligence.
This role is based within the Managed Legal Services (MLS) Lime Team. The team support individuals who have been injured in an accident, let down by a medical professional or have a dispute regarding a will.
**Find out more about us**:
It’s the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams, together we win. As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together. We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients. We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do
We believe in trusting our people to make the right decisions for themselves, from when and where you work, to how you dress; we focus on outputs.
Check out our amazing benefits here

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

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