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Team Leader (Contact Centre)

Full time
35 hours per week
£24,084 per annum
Contact Centre

What is in it for you?

• Join the SRA’s Contact Centre at the start of a transformational journey
• A fantastic development opportunity for someone keen to gain management experience
• Work in a dynamic and fast paced team
• Opportunity to make a difference to people’s development
• Act as a role model and advocate of SRA’s vision and values

The role

As a Team Leader in our Contact Centre, you will manage and support a team of approximately ten Customer Service Advisers, in a real-time customer focused environment. You will heavily concentrate on the development of your team, motivating, coaching and mentoring them, to provide a fantastic service. This will also involve monitoring of the output of the quality of your team’s work and taking any action needed to enhance performance.

On a daily basis, you will be responsible for the allocation and management of work across the team. You will monitor real time service levels, taking action to keep this on track where necessary, and resolve escalated complaints.

You will support recruitment activities, be involved in project work and continually identify improvements in processes or ways of working.

This is a fantastic opportunity to initiate your management career in a high performing team!

What we are looking for

• A competitive character, eager to drive performance
• Passion for continuous improvement
• A dynamic and proactive individual
• Confidence to make own decisions


The successful candidate will be able to demonstrate the following knowledge, skills and experience:

Educated to at least GCSE level (or equivalent) to include English and Maths.

Experience of working in a fast, high-pressured customer services environment, managing own workload whilst supporting others.

Track record of achieving results and making sound decisions.

Ability to work flexibly demonstrating resilience in a changing environment.

Experience of mentoring and coaching others to achieve results.

Ability to handle vulnerable and challenging stakeholders with empathy and resilience.

Ability to multi-task and navigate through multiple IT systems (including Contact Centre telephony software) whilst maintaining accurate information.

Ability to work collaboratively with others to enhance performance of colleagues and the department.


Experience of managing others.
The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.
We offer a generous flexible benefits package, a friendly working environment and the opportunity to develop your career within a professional organisation.
Vacancy closing date: 22/09/2017, 23:55
The Solicitors Regulation Authority is an Equal Opportunities Employer.

This opportunity is closed to applicants.