Legal Helpline Manager in Manchester - CV-Library

Are you an experienced legal professional with a passion for leadership? We are seeking a Legal Advisory Team Manager to oversee and inspire our client's Legal Advisory team of 12. In this management role, you will play a pivotal part in ensuring the team delivers legally sound advice, assistance, and information across a wide range of legal areas, all while maintaining exceptional service levels. This position demands a high level of professional standards, with a particular focus on telephone-based services, adherence to KPIs, and SLAs.

Key Responsibilities:

Team Support: Provide continuous support to Legal and Financial Information Advisors, ensuring they have the necessary resources to excel in their roles.
Call Monitoring: Oversee call volumes and individual call states, ensuring team members are available and responsive to all client inquiries.
Coaching & Feedback: Deliver real-time feedback, super-coaching, and review quality assessments to promote individual growth and development.
Client Liaison: Act as a primary point of contact for client queries, offering expert advice and resolving concerns efficiently.
Complaint Management: Assist in the investigation of complaints, working closely with clients and the wider management team to address service issues.
Service Enhancement: Maintain and grow the unique offerings within the legal team, continuously striving for service excellence.
Learning & Development: Identify areas for professional development, encouraging research and self-learning to keep the team at the forefront of the legal field.
Performance Reviews: Conduct regular performance reviews and 1-on-1s, supported by the departmental Lead.
Client Interaction: Demonstrate an ability to work with a diverse range of clients, including those in distress, ensuring a compassionate and professional approach.

What You Bring to the Team:

Experience: Proven experience in a customer service environment, with a background in supervisory or managerial roles.
Legal Qualifications: Law Degree, Legal Practice Certificate, or equivalent qualification.
Ethical Knowledge: In-depth understanding of the SRA Code of Conduct and the BACP Ethical Framework, and the ability to apply these principles effectively within the team.
Document Review & Research: Expertise in reviewing legal documents, business agreements, and conducting commercial legal research.
Communication Skills: Exceptional ability to engage with clients, colleagues, and senior management through various communication channels.
Performance-Oriented: A strong track record of meeting and exceeding KPIs and targets, with a passion for instilling these behaviours in your team.
Project Management: Ability to manage and deliver project work to a consistently high standard.

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