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 or call Nigel 0207 264 4908. Visit for details of our current vanancies