Team Leader, London to £65,000

Our client is a leading international supplier of technology to the legal sector. The company has a long track record of success and is now seeking a Team Leader to manage its team of Support Consultants based in the UK and Europe.
Working from the company offices in the City, the role will have the following responsibilities:

Manage team performance against established benchmarks and metrics;
Monitor phone and support portal queues, ensuring calls are not abandoned and all cases are responded to within established SLAs;
Provide coaching or implement training plans to improve performance and enable the team to achieve all established goals & MBOs;
Participate in the escalation process including working with clients and other internal departments to resolve client cases;
Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide feedback on performance, and give direction regarding company and department policies and procedures;
Collaborate with other departments to ensure voice of the customer is represented;
Develop and implement tactical plans for achieving strategic initiatives;
Perform monthly case quality audits of direct reports;
Participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the client experience;
Evaluate and provide mid-year and end of year performance reviews for direct reports;
Liaise with Finance team to ensure support and maintenance A/R is within expected limits;
Liaise with VP of Global Support and Finance team to review annual increases for all clients;
Conduct negotiations with clients as necessary regarding overdue invoices;
Adhere to all established policies and guidelines:

The ideal candidate will have the following experience and skills

Excellent interpersonal and professional communication skills, both verbal and written;
Strong time management and organisational skills;
Proven ability to lead a team to achieve operational goals;
Ability to manage multiple tasks, while effectively focusing on priority issues;
Excellent problem solving, leadership, and coaching skills;
Ability to work as a member of a team and cross-functionally.
Bachelor’s degree (or equivalent experience) required;
Significant inbound customer support experience preferred;
Experience with law firm applications, ideally case, practice or matter management.
Law firm experience preferred;
Previous supervisory or management experience

The company offer competitive salaries and benefits. The role will involve occasional travel to its office in Europe

Please contact nlawrence@cogencesearch.com or call Nigel 0207 264 4908. Visit www.cogencesearch.com for details of our current vanancies