Operations Support Assistant - Lowell Solicitors

Job description

Operations Support Assistant – Lowell Solicitors
Leeds

Salary £18,727 + 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 be responsible for supporting the Legal Customer Contact Manager, Legal Operational Delivery Manager and Legal Services Manager in the general administration of the business. The candidate will also be required to build and provide management information in respect of Lowell Solicitors as well as conduct regular internal audits of the functional areas.

QUALIFICATIONS
• GCSE Grade B or above in Mathematics and English or qualified by experience

KEY RESPONSIBILITIES

Reporting to the Legal Optimisation and Change Manager your responsibilities will include:-

1. To produce and collate management information for the Operational Management teams
2. To complete audits as per agreed audit schedule and feedback trends identified.
3. To manage and update any manual tracking systems and leagues.
4. To manage departmental holidays.
5. To ensure on line form information is kept up to date.
6. To support sick line contact as and when required.
7. To produce any bespoke reporting for the management team as and when required.
8. To assist with the reengineering of operational tasks to increase overall efficiency.
9. To assist with production and planning of Communication Documents, Team Leader briefing sessions, call consistency sessions and communications wall.
10. To manage and resolve all call centre reassignments, exceptions and queries.
11. To produce CMS statistics by team daily.
12. General Administration duties as requested by the Operational Management team.
13. To complete monthly audits on Team Leader responsibilities including coaching documentation, 121s, Call Quality Feedback Forms.
14. To audit and provide feedback to operational management on conflicting Trans and Rep Code Reports.
15. To resolve query sheets raised by team members and Team Leaders.
16. Any other duties required by the Business Optimisation Manager.

SKILLS AND COMPETENCIES
• Excellent spelling, punctuation and grammar
• Intermediate Excel Skills - e.g. using pivot tables, formulas, sorting and filtering data
• Strong attention to detail and ability to analyse data
• Excellent customer service skills
• Excellent communication skills
• Excellent organisational skills and ability to prioritise
• Ability to use own initiative to resolve problems and issues arising
• Professional in all dealings
• Demonstrates positive attitude to work and a good work ethic
• Flexible in approach
• Proactive
• Ability to work independently

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

If you wish to be considered for this superb opportunity and to join a winning team, click apply and attach your CV. You must be eligible to work in the UK.