Due to continued growth and expansion we are hiring. Click for more details

Did you make your Will with Howlett Clarke?

If so please get in touch with us at The Right Legal Group on 01273 121 840.

There’s absolutely nothing to worry about but as Howlett Clarke are no longer in business we have taken over the care of your Will and we’ve got some really important information for you.

We’ll soon be opening offices in your local area. In the meantime, we have several advisors in your local area who can meet with you to discuss your Will and any questions you might have. To book an appointment call Tom on 01273 121 840.

Customer Experience Team Manager

Purpose of the Job

To be responsible for the delivery of business targets and KPI’ s by motivating, monitoring and managing team members, coaching and training in a high challenge high support environment.

Company Background

  • We are a law firm who specialise in Wills, Trust and Estates.
  • We pride ourselves on being different which we openly and proudly demonstrate in our recruitment process.
  • We don’t run a typical call centre environment. We want real people with real emotions, not battery hens.
  • Our key aim is making a positive difference to peoples’ lives and honouring their last wishes in a friendly, professional and empathetic way.

Main Duties and Responsibilities

  • Delivering outstanding customer service at all times.
  • Working with the rest of the business to deliver its core purpose and cultural values.
  • Achieving business budgets & KPI’s.
  • Team recruitment.
  • Building effective relationships with our Partner Practices across the network.
  • Monitor and manage daily/weekly performance working closely with the Team Leaders.
  • Motivate the team members throughout the working day.
  • Mentor, Coaching and training Team Leaders and Customer Experience Executives.
  • Prepare and deliver team meetings.
  • Support the Head of Customer Experience.
  • Conducting monthly reviews with the Team Leaders and agree department goals.
  • Ensuring KPI’s are achieved and working closely with individuals where this is not being met.
  • Ensuring our business standards are being achieved.
  • Be an ambassador of our Culture.

Key Competencies

  • Excellent attention to detail.
  • Motivated.
  • Excellent Organisation.
  • Good use of Microsoft word and Excel.
  • Fully aware of our internal RightWill Process.
  • Passion – Believe and understand our business and deliver ‘The WOW Factor’ to our clients and colleagues.
  • Commitment/Dedication.
  • People development.
  • Flexible – We may need you to work outside of your normal working hours to meet business deadlines.
  • Lead by example – be strict in your own personal adherence to our business standards.
  • Energy/Drive – High energy and drive daily to support the team in achieving daily targets and lead with a positive can do attitude.
  • Motivator – To be able to motivate team or individuals to achieve/exceed targets.
  • Problem Solving – Identify issues and find solutions.
  • Organisation – This includes individual partner practice information, performance trackers & projects.