Legal Helpline Manager
18 month maternity contract
Based in Manchester City
Paying 35,000 - 40,000
5 days per week in office

We are seeking an experienced Legal Helpline Manager to lead a team of 12 Legal Advisors. In this leadership role, you will be responsible for overseeing the delivery of legal advice and ensuring that the team meets key performance metrics and service level agreements (KPIs and SLAs). The role is heavily focused on maintaining high professional standards, particularly in telephone-based services.

Responsibilities Include:

Provide guidance and resources to the Legal Advisors.
Ensure the team is equipped to deliver effective and timely legal assistance.
Oversee the management of call volumes and individual team member availability to ensure responsiveness to client inquiries.
Deliver continuous feedback and coaching to improve team performance.
Conduct quality assessments and provide developmental feedback.
Assist in investigating complaints and work with clients and management to address service issues.
Identify and implement ways to enhance the legal advisory services provided by the team.
Conduct regular performance reviews and 1:1 meetings with team members.

Candidate Requirements:

Proven experience in a customer service environment, with a background in supervisory or management roles.
Law Degree, Legal Practice Certificate, or an equivalent qualification.
Strong understanding of the SRA Code of Conduct and the BACP Ethical Framework.
Ability to review legal documents, business agreements, and conduct commercial legal research.
Excellent communication abilities, both written and verbal, with a talent for engaging with clients, colleagues, and management.

INDMANS

48087CHR2