Client Experience Team Lead

Department
Office Services
Hours

Full time: 35 hours a week.
Monday to Friday, 9am to 5pm (1 hour for lunch) – cover hours maybe required, 8am to 6pm

Contract
Permanent
Location
Edinburgh, Scotland

Background

We have an exciting opportunity for a Client Experience Team Lead to join our Office Services Team. This role will be based in our Edinburgh office, however, will require travel to our Glasgow office from time to time.

The successful individual will be working as a key part of the business to ensure a smooth and efficient client journey from arrival, during visit and through to departure.

Responsibilities

This is a pro-active role in which you will develop and refine the client service experience to ensure all clients, visitors and colleagues always receive an excellent and professional service from the Client Experience/Services team.

The Client Experience Team Lead will have day-to-day supervision responsibility of the Firms Reception, Telephony and Client Servicing teams in both our Edinburgh and Glasgow offices.

The individual will ensure the Client Experience/Services team provides an excellent six-star service to all our clients, visitors, callers, and colleagues irrespective of which Turcan Connell office they are in contact with.

The successful candidate will ensure meeting rooms and facilities are presentable and in working order at all times. The role is responsible for supporting the business in maximising the efficiency of these services in addition to supporting client activity and events. Managing client visits and meeting room bookings and liaising appropriately with colleagues regarding the most appropriate room booking.

You will also ensure SLA levels are appropriate, and requirements are met. Review and develop existing standards and procedures and work closely with the Marketing team in relation to any event management requirements.

Skills / Qualifications

  • A supervisory background in front of house, reception, hospitality, concierge services from either a corporate background, hotel, or high-end retailer;
  • Strong customer service experience;
  • Excellent people management skills;
  • Ability to communicate effectively with clients and colleagues across the business;
  • Ability to manage workflow;
  • Strong organisational skills;
  • Excellent client focused manner and ability to deliver a client always focussed service; and
  • Attention to detail is a must whether it be in report writing or noticing something is out of sync for the client experience.

Application process

Please send any CV’s to Clare Hedges at clare.hedges@turcanconnell.com.

Privacy statement

By applying and submitting an application for a position within Turcan Connell, applicant’s information will be held by the Firm for the purpose for which it was collected. All applications will be deleted following a period of six months.

About Turcan Connell

Founded in 1997, we give clear, tailored and pragmatic advise to our clients on a full range of legal services along with a complete set of tax services. At Turcan Connell, we value our clients and the communities in which we operate. Learn more about how we’re giving back to the wider community.

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