Legal Support Team Leader

Job description

Legal Support Team Leader – Lowell Solicitors
Leeds

Salary up to £30,000 + 3% flexible benefits + on target bonus of 5% + contributory pension

THE ROLE
Lowell Solicitors is a law firm, approved and regulated by the Solicitors Regulation Authority, which operates independently from but is a member of the Lowell Group. Lowell Solicitors provide litigation services to the group and to our external third party clients

The successful candidate will monitor the performance of the customer management team and coach, motivate and mentor all staff to ensure court follow up, all mail, email and telephone queries are handled effectively and efficiently, and are delivered through an embedded culture of Treating Customer’s Fairly. Also responsible for liaising with Share services across Lowell. As a firm of solicitors you will also be responsible for ensuring that team members are fully compliant with SRA regulations.

KEY RESPONSIBILITIES

1. To manage the day to day team performance of the Legal Support Admin team.
2. Manage court correspondence, letters, emails etc..
3. To allocate work/ensure staffing levels and resources are in place to deliver all KPIs and service levels.
4. To lead, manage and develop the team and undertake one to ones, performance reviews, ongoing, coaching, feedback and training.
5. Leading and developing the team to ensure cross skill opportunities are maximised.
6. To drive quality output, TCF behaviours and that any necessary performance improvement plans are put in place.
7. To work closely with the business to ensure queries are responded to promptly.
8. To maintain/implement documentation for all Legal Support Administrator processes.
9. To support the Legal Contact Centre Manager in the development and implementation of process controls and improvements.
10. Ensure the team maintains quality of output / decision making and perform relevant checks / audits to verify.
11. Embed performance evaluation and quality monitoring frameworks and drive improvements through regular feedback and coaching.

Conduct Risk:

1. Ensure all staff members are fully briefed on SRA, TCF, Conduct Risk and FAIR
2. Ensure each member of staff has a performance objective in relation to their responsibilities under SRA/TCF/FAIR
3. Ensure that all members of staff have the necessary skills and competence to comply with SRA and FCA Regulations
4. Actively contribute to our culture of ‘doing the right thing’
5. Remain compliant with SRA and FCA regulations and industry best practice
6. Demonstrate that the customer is at the heart of the business through their behaviours and mind-set

SKILLS AND COMPETENCIES

• Must be customer focused with excellent verbal and written communications skills.
• Problem solving and decision making skills.
• Computer literate and proficient in the use of Excel.
• Ability to work under pressure to meet deadlines.
• To deal with issues in a logical and organised manner.
• Letter writing.
• Quality checking and quality auditing.
• Delivery of coaching and feedback

LOWELL GROUP
One of just 200 companies to hold Champion Investor in People status our customer service is currently rated as ‘outstanding’ by Investor in Customers, the UK’s leading customer experience consultancy. We are a leading provider of credit management services specialising in collection, data analytics and customer insight. Our Leeds office is our headquarters and also the centre for our debt purchase business.

Through our debt purchasing arm we work with a range of creditors and service providers including banks and mobile phone companies. We buy their non-performing accounts, and then work with each individual customer to establish and agree a tailored repayment plan based on their circumstances.

With 14 million owned accounts and 800 team members we set up over 130,000 new arrangements, make and receive over 3 million calls and send 4 million letters a month.

Our strong track record of success is based on great people giving 100% commitment to deliver great results both for our customers and for our business.

REWARD PACKAGE
• Competitive salary, annual bonus and pay reviews, contributory pension and 3% flexible benefits pot with options including cycle to work, critical illness, dental insurance, childcare vouchers, travel insurance, dining club and retail discounts.
• Ability to buy and sell up to one week’s worth of holiday subject to start date
• Free shuttle bus from Leeds City Centre
• Subsidised restaurant and free on-site gym
• A range of incentives designed to communicate, connect, develop, involve and recognise our team
• 11-strong learning and development team offering a range of internal and external programmes and financial support for qualifications to support career progression