Switchboard and Helpdesk Supervisor

We currently have an exciting opportunity to work within our Newcastle St. Ann's office as a Switchboard and Helpdesk Supervisor within our Guest Services Team. The Guest Services team creates a positive first impression to clients and visitors visiting the firm and promote a friendly and approachable work place. As part of the wider team the Switchboard and Helpdesk service provides crucial support to our 8 UK offices ensuring calls are answered in a professional and timely manner and the correct information is obtained in order to transfer the call to the appropriate member of staff. This role is on a full time, permanent basis. What will you be doing? We pride ourselves in our first class service and with this is mind we're constantly looking to improve and develop our Switchboard and Helpdesk service. This role will see you implementing a new facilities helpdesk, new processes and procedures, and the ability to expedite issues to ensure a quick response and resolution. The Switchboard team is currently made up of two experienced operators, day to day you'll manage the team to ensure calls are answered in a professional and timely manner ensuring the correct information is obtained and transferred to the appropriate Lawyer or other member of staff. You'll be responsible for the performance management, reviews and appraisals of the team in partnership with the Facilities Manager and Head of Guest Services. You'll have the ability to review real time stats against resource and suggest improvements where required, monitor and review call handling on a regular basis in accordance with KPI's, train existing and new staff members on new policies and procedures, ensure maintenance issues are reported, support the partners and staff to contribute towards the firms strategy and ensure the service is appropriately staffed at all times. What are we looking for? We're looking for you to bring previous experience from a similar role where you can demonstrate using a Switchboard system, has valuable people management skills and implementation and development of new procedures. This role would suit someone who has excellent communication skills, is able to deliver first class customer service and has a pro-active approach to creating new processes is key along with a strong background in administration in order to provide excellent service and a smooth running of the switchboard service. Who are Womble Bond Dickinson? Womble Bond Dickinson is a full-service transatlantic law firm, created through the combination of UK firm Bond Dickinson and US firm Womble Carlyle. A Top 100 law firm globally and Top 20 law firm in the UK, Womble Bond Dickinson has more than 420 partners and 1,000 lawyers based across the US and UK including a significant presence in London. The firm's reach also extends to Europe where it has strategic partnerships with other law firms in Germany and France. Next steps???. Sounds like role that you can do? Then we want to hear from you. Please follow the instructions to make a formal application - just a few contact detail questions and then upload your CV. If you have questions about the role please do contact me Kita Cureton on (No agencies please we are an in-house recruitment team). If this isn't the role for you (or the right time) why not connect with me on LinkedIn or follow us on Twitter to keep up to date with all of our opportunities. We also have a Facebook page ()