About us
TWM Solicitors is one of the largest legal practices in Surrey, and a leading law firm in the South East, with a strong history and heritage. Our specialist teams undertake the full spectrum of legal work, providing quality, practical and cost-effective solutions to individuals, businesses and other organisations. Central to our approach is a commitment to delivering the highest level of client service, working collaboratively across teams and delivering a progressive and modern approach to problem solving. The firm has been independently recognised for excellence by The Legal 500 and Chambers and Partners.
With an emphasis on creating an inclusive and supportive workplace and excellent work life enrichment, TWM genuinely cares about its people, their learning and development and career progression.
Role Overview
We require an Office Assistant/Receptionist within our Central Services department to:
- assist in the smooth running of the firm by providing a range of support services within the general office function;
- assist all staff with general office and administrative duties; and
- provide a professional, welcoming, pleasant, accurate and high quality reception service to clients, suppliers and visitors to the office. The reception function is crucial to the firm’s ability to impress clients, whether new or existing. Receptionists are our ambassadors and they set the tone for our clients’ experience of TWM. They fulfil an invaluable marketing function and affect the fee earning potential of the firm.
Key tasks, duties and quality standards
- Runs the post desk and dealing with incoming and outgoing mail and faxes quickly and efficiently.
- Receives the post, deliveries, payments from clients and miscellaneous items and distributes these items in a timely and appropriate manner.
- Archiving of files, maintaining and monitoring file archiving databases and undertaking associated administration duties, including arranging for files to be collected or retrieved from storage as required.
- Undertakes some physical lifting.
- Photocopying, often in large volumes for court bundles and under the pressure of deadlines, and distributes appropriately and in a timely manner.
- Manages stationery stock.
- Runs errands in the town centre.
- Undertakes general administration duties
- May be asked to undertake some basic IT work, possibly some typing of attendance notes.
- Makes and receives telephone calls, answering any queries helpfully and referring callers to other offices of the firm if required. Puts calls through to fee earner’s secretaries if they are unavailable but holds calls briefly if they cannot be taken immediately.
- Accurately takes messages over the telephone, and transcribes any messages from the answerphone each morning, and delivers the messages accurately to the intended recipient as quickly as possible either by phone or email.
- Actively promotes the firm by delivering good customer care standards.
- Welcomes clients calling for appointments, inviting the clients to wait in the waiting room.
- Takes copies of passports and utility bills from clients calling with identification for Money Laundering Regulation purposes.
- Keeps the reception area and waiting room tidy and free from litter at all times.
- Provides refreshments when asked to do so.
- Offers a co-operative "can do" and team-oriented attitude and positive attitude to asking for work.
Qualifications
- GCSE in Maths and English (A*-C) or (9-4) or equivalent
Essential personal qualities, skills and abilities
- Courteous and efficient telephone manner, bright, alert, interested and helpful
- Professional appearance, including tidy hair, appropriate makeup and prepared to follow a dress code
- Patient and diplomatic manner
- Flexible, co-operative and a supportive team player
- Bright and enthusiastic
- Self-motivated and able to work without close supervision
- Demonstrates appropriate commercial awareness
- Is comfortable working in a busy environment and working under pressure
- Is willing to learn and try new ways of working
Essential skills, knowledge and abilities
- Proven experience of dealing with clients either face to face or over the telephone
- Able to provide a welcoming environment
- Skilled in customer care and communication
- Is attentive when being spoken to, asks questions and seeks clarification where necessary
- Demonstrable experience of having dealt with difficult situations and customers
- Able to convey straightforward information clearly and accurately in writing and orally
- Able to make sound judgements which show an understanding of the boundaries of the post
- Computer literate
- Self-motivated
- Able to work in a discreet and sensitive manner
Desirable skills, knowledge and competencies
- Professional telephone etiquette and customer service experience
Job Type: Full-time
Pay: From £23,500.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Life insurance
- Private medical insurance
Ability to commute/relocate:
- Guildford, GU1 4RD: reliably commute or plan to relocate before starting work (required)
Experience:
- customer service: 1 year (required)
Work Location: In person
