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New Enquiries Team Leader

Employer
Mayo Wynne Baxter LLP
Location
Lewes, East Sussex
Salary
Competitive
Closing date
27 Aug 2019

View more

Sector
Legal
Function
Legal, Management
Contract Type
Permanent
Hours
Full Time

Job Details

Leading Sussex law firm, Mayo Wynne Baxter, provides a comprehensive and personal service to a broad spectrum of local, national and international clients across a range of business law and personal legal services. Our innovative approach to client service has helped us to win several awards.

An opportunity has arisen for a New Enquiries Team Leader to join our busy New Enquiries Team (NET) based at our modern Lewes office. 

Main duties will include receiving new enquiries from clients via telephone, email and website, providing estimates to the potential clients and liaising with Legal Advisers on updates and outcomes.  Administratively, this role includes the recording of data of prospective clients, estimates, etc for internal use and assisting with client service initiatives.

The role requires you to be highly confident in speaking with clients, following up on enquiries and skilled in selling the firms services.  Ability to manage and motivate team members to meet and exceed their team targets

An exceptionally high standard of interpersonal and communication skills is vital, especially in the context of client care and relationship building - we are looking for someone who has a positive and friendly manner in dealing with clients, contacts and colleagues.  Excellent listening skills and maintaining confidentiality are key in this role due to the client information-gathering that is carried out.

Experience in objection handling and/or client services is beneficial, along with a high level of attention to detail to maintain accuracy in record keeping and in written communications with others. 

This is a full-time, permanent role.  Working hours will be Monday to Friday, 8.30am to 5:30pm with 1 hour for lunch. 

JOB DESCRIPTION

Job Title: NET Team Leader

Reports to: Practice Director

Member of: Practice Support Group

Job Purpose: To deal professionally with all new enquiries, provide estimates to prospective clients and to create contacts and opportunities ready for matter opening.                      

KEY TASKS

  • To handle new enquiries from clients via telephone, email and website.
  • To provide estimates to the potential clients and provide such support in a professional and friendly manner in keeping with the firm’s standards for client care.
  • To record data accurately on contacts, estimates, objections and conversions for internal use.
  • Creation of contact records and opportunities recording new enquiries to the firm and their eventual outcome.
  • To communicate with legal departments regarding new enquiries including requesting updates from Legal Advisers and follow ups for the NET.
  • Follow up new enquiries to conclusion and overcome objections.
  • To handle ad hoc requests for file copies or items held in secure storage (eg Wills and deeds) from clients or their representatives, ensuring that the firms processes for ID and data security are followed at all times.
  • On receipt of a Packet from the Archive team, to identity check those requesting the documents, and then send them out to the requester.
  • Return the empty packet to the Archive team including destination of contents and whether the removal is temporary or permanent
  • To assist with the administration of the firm’s referral schemes.
  • To assist in the administering of any client service initiatives and recording of information.
  • Deal with any initial expressions of possible client dissatisfaction and refer to Compliance Assistant, if appropriate.
  • To ensure the confidentiality of all the firm’s and clients’ documentation and information.
  • To undertake any specific training when required to do so and overall to have responsibility towards self-development.
  • To undertake other clerical  and administration duties as may reasonably be required
  • To provide general support to the Client Services Group, covering other roles when required.
  • To attend networking events, as required.

Training

  • To train new CAT staff to create contacts.
  • To provide reinforcement training as required to enforce data quality standards.
  • To be part of induction training for new employee’s to the firm

Team management

  • To set objectives for the team in line with business objectives.
  • In liaison with HR, to recruit and induct new members of staff as appropriate
  • To provide training, coaching and learning opportunities as appropriate for new and existing members of the team.
  • To monitor workloads, performance and compliance with the firm’s procedures
  • To motivate team members to achieve excellent performance and seek their input to improvements in the way we work.
  • To ensure excellent communication with individuals and across the team
  • To deal with staff issues such as absence or performance problems in a timely manner and involving/advising HR as necessary.
  • To conduct performance reviews and probationary reviews as required and to follow up on any issues arising from this activity.
  • To deal with any other day to day Supervisory issues that may arise, such as authorising holiday requests.

Knowledge & Skills required (person specification)

  • Exceptional ability to demonstrate an eye for detail in written communications with others.
  • Excellent telephone manner and written communication skills.
  • Confidence in speaking to clients on the phone and having the initiative to follow up with all enquiries
  • Ability to sell the firm’s services.
  • Management and training experience preferable
  • Detailed knowledge Peppermint (extensive training will be given)
  • High level of experience in client services.
  • Competence in relevant work areas
  • Competent in the firm’s computer facilities and other systems as appropriate
  • High standard of interpersonal and communication skills, especially in the context of client care
  • Pleasant and positive manner in dealing with colleagues and clients
  • Willingness to learn new skills and to embrace change in a positive manner
  • Flexibility

Company

As well as employing some of the best legal minds in the region Mayo Wynne Baxter concentrates on customer service. It is one of the few firms to be awarded Lexcel accreditation by the Law Society. This is the independent standard for legal excellence and customer care.

With five offices across Sussex the firm’s history can be traced back to the 1800s. In recent years it has earned a reputation for expert advice in niche areas of the law.

Specialist legal teams include:

Agricultural affairs

Business law

Clinical negligence

Commercial property

Dispute resolution

Employment law

Family law

Personal injury

Probate, trusts and Wills

Professional negligence

Residential property

The practice was formed in 2007 when Eastbourne-based Mayo & Perkins merged with East Sussex firm Wynne Baxter. A second merger was completed at the start of 2012 with Allen Ticehurst Solicitors. The firm now has offices in East Grinstead as well as Brighton, Lewes, Eastbourne and Seaford.

Our legal advice team

With almost 200 staff Mayo Wynne Baxter is one of the leading law firms in the South East and a founding partner of Gatwick Diamond Jobs.

The firm’s specialist employment solicitors work on both sides of the fence – representing workers and employers to reach compromise and resolution. The team also carries out preventative work to maintain fair and vibrant working environments.
 

Martin Williams - Partner and Head of Employment

As leader of the employment team Martin advises on redundancy and restructuring programmes, equality in the workplace and personnel issues involved in a business sale. He also has a particular interest in data protection. Martin conducts his own advocacy in tribunal cases. Martin has specialised in employment law since he qualified as a solicitor in 2002. He started his career with a large Crawley firm before joining Mayo Wynne Baxter in 2008. Prior to his legal training Martin worked in the arts for 12 years, managing orchestras in the USA and UK.

 

Katie White - Solicitor

Katie supports clients through difficult times by finding practical solutions to employment disputes. Her expertise covers compromise agreements, redundancies, contract disputes, disciplinary procedures, contracts and dismissals. After obtained distinction grades in all of her Legal Practice exams Katie completed her solicitor’s training at a Brighton firm. She joined Mayo Wynne Baxter in 2011. Outside work Katie is a winter sports enthusiast and a runner. She completed the Brighton Marathon in 2010 to raise money for a Sussex hospice and volunteers for several other charities.

 

Marika Maugham - Solicitor

An expert in litigation and employment Marika worked for Allen Ticehurst for 11 years before the East Grinstead firm merged with Mayo Wynne Baxter. Her clients include leisure companies, software developers and travel firms. Advising on the whole spectrum of legal issues that arise at work Marika is a member of the Employment Lawyers Association. A graduate of the University of Sussex, Marika trained at a Westminster law firm before moving back to Sussex. Outside work she enjoys gardening and long walks in the country.

 

Company info
Website
Mini-site
Mayo Wynne Baxter LLP
Location
3 Bell Lane
Lewes
East Sussex
BN7 1JU
GB

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