About us
TWM Solicitors is one of the largest legal practices in Surrey, and a leading law firm in the Southeast, 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.
Purpose of the department
The Central Services department comprises all the core functions of the firm.
To assist in the smooth running of the firm by providing a range of support services within the general office function. The Office Assistant/Receptionist reports to the Head of Office at each site but performs tasks for all staff. Those tasks differ from office to office but those listed below are the minimum required.
Role overview
Assist all staff with general office, administrative and archiving duties.
To 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 set the tone for our clients’ experience of TWM. They fulfil an invaluable marketing function and can positively affect the fee earning potential of the firm.
How you will make an impact
Key tasks, duties and quality standards:
- To run the post desk and deal with incoming and outgoing mail and faxes quickly and efficiently.
- To receive the post, deliveries, payments from clients and miscellaneous items and distribute these items in a timely and appropriate manner.
- To archive files, maintain and monitor file archiving databases and undertake associated administration duties, including arranging for files to be collected or retrieved from storage as required.
- Undertake some physical lifting.
- Photocopying, often in large volumes for court bundles under the pressure of deadlines and to distribute these photocopies appropriately and in a timely manner.
- Manage stationery stock.
- Run errands in the town centre.
- Undertake general administration duties.
- May be asked to undertake some basic IT work, possibly some typing of attendance notes.
- Make and receive 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 take messages over the telephone and transcribe any messages from the answerphone each morning and deliver the messages accurately to the intended recipient as quickly as possible either by phone or email.
- Actively promote the firm by delivering good customer care standards.
- Welcome clients calling for appointments, inviting the clients to wait in the waiting room.
- Take copies of passports and utility bills from clients calling with identification for Money Laundering Regulation purposes.
- Keep the reception area and meeting rooms tidy and free from litter at all times.
- Provide refreshments when asked to do so.
- Offer a co-operative “can do” and team-oriented attitude and positive attitude to asking for work.
Other
Act in accordance with TWM Solicitors’ core values (TWM Cares) at all times.
This role will be based at our Reigate office, with travel to other office locations as required. The Central Services department has a presence in all the firm’s office locations: Epsom, Guildford, Leatherhead, Reigate and Wimbledon.
To be successful in this role, we are seeking the following:
Qualifications
- GCSE in Maths and English (A*-C) or (9-4) or equivalent
- Law degree
Essential personal qualities, skills and abilities
- Proven experience of dealing with clients either face to face or over the telephone.
- Courteous and efficient telephone manner, bright, alert, interested and helpful.
- Professional appearance, including tidy hair, appropriate makeup (where worn) and attired as agreed as appropriate by the firm, including being prepared to wear a uniform.
- 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.
- 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 knowledge, skills and competencies
- Previous telephone switchboard and customer service experience.
Our benefits and rewards
Financial
As well as offering you a competitive salary, at TWM you will also benefit from:
- Annual salary review
- Annual bonus scheme
- 5% employer pension contribution
- Death in Service benefit of 4 x salary
- Interest free season ticket loan
- Long service rewards
- Paid uniform allowance
Health and Wellbeing
At TWM we enjoy coming to work, not just to be with our colleagues, but also because we feel supported even through difficult times. You will receive:
- Private medical cover
- Life assurance of 4 x salary
- Company sick pay
- Cycle to Work scheme
- Employee Assistance Programme
- Health and Wellbeing initiatives
- Regular socials
Work Life Enrichment
Yes, we enjoy coming to work but we recognise the importance of time away, whether for rest or family commitments. That’s why we provide:
- 25 days holiday plus Bank Holidays
- Enhanced maternity/paternity leave, shared parental leave and adoption benefits
Learning and Development
TWM is only as good as its people and we want you to be the best you can be, so we will help you to develop and grow with the company by offering
- Annual Performance Reviews
- Trainee Solicitor Programme
Contact us
If you are interested, please send your CV and covering letter to jobs@twmsolicitors.com.
TWM Solicitors (www.twmsolicitors.com) is an Equal Opportunities Employer.
No agencies please
