Lead Telephonist, Fully Remote

TWM Solicitors are looking for a Lead Telephonist to work alongside the Head of Reception and Telephony in optimising the telephone system and the flow of calls.

Get in touch

Louise Prynne
HR Co-Ordinator

Overview of the vacancy

To play a pivotal role in being the first point of contact for all calls ensuring all calls are answered in a professional and timely manner.

To work alongside the Head of Reception and Telephony in optimising the telephone system and the flow of calls by ensuring a high-quality service to all our clients and enquiries.

Job description

Telephony System

  • Ensure all calls are handled swiftly and with a quality service.
  • Responding to customer queries in an efficient manner.
  • Escalating customer issues with management when the need arises.
  • Adhering to a company’s policies and procedures when interacting with customers,
  • Attending all required training sessions.

Client Services Excellence

  • Ensure consistency in client interactions and service delivery with all calls.
  • Ensure messages are fully taken and leads and calls are directed to the correct team or individual.
  • Ability to work self-sufficiently.
  • To answer the telephone and to ensure good customer care of all enquiries.
  • Deal with enquiries relating to the firm by telephone or by email.
  • Ensure knowledge of office personnel availability and departmental moves.
  • Undertake other duties from time to time as and when required.

This job description is non-exhaustive, and the firm reserves the right to vary the duties and responsibilities of the post holder at any time according to the needs of the firm’s business.


Educated to GCSE Level or equivalent.  Proven experience in a Reception/Telephonist role within a client services or reception environment.

Essential personal qualities, skills and abilities

  • Is always professional and courteous in communication with colleagues, externally with clients and others.
  • Demonstrates a positive attitude.
  • Strong interpersonal and communication skills.
  • Strong organisational skills and problem-solving abilities.
  • Ability to work independently and collaboratively within a team.
  • Demonstrates an understanding of, and alignment with, the values of the firm.

Desirable skills

Experience working in a law firm or professional services.

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

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