Job Description
Head of Inbound Legal Enquiries
Dundee Hybrid Working Full-time
We re partnering with a respected Scottish professional services organisation to appoint a Head of Inbound Legal Enquiries to lead a key front-end function within the business.
This is a senior leadership role with responsibility for a 20+ person inbound enquiries team, including direct management of an Enquiries Manager. The team plays a critical role in the client journey, acting as the first point of contact and ensuring enquiries are handled efficiently, sensitively and to a high standard.
The role
Reporting into a senior director, you ll take full ownership of the enquiries operation, combining strong people leadership with operational oversight. You ll ensure service levels, quality and compliance standards are consistently met, while driving continuous improvement and positive client outcomes.
Key responsibilities include:
- Leading, motivating and developing a large inbound enquiries team
- Workforce planning and resource management
- Ensuring accurate and timely routing of enquiries to specialist teams
- Maintaining SLA performance, quality and compliance standards
- Using insight and MI to drive performance and service improvements
Working hours are Monday to Friday, 9am 5pm, with hybrid working in place.
About you
You ll be a confident, empathetic leader with:
- Experience leading a contact centre, legal enquiries or triage-style function
- Strong people management skills and the ability to motivate diverse teams
- A hands-on, accountable approach to service delivery and performance
- Excellent communication skills and a continuous improvement mindset
Legal Information:
We act as an employment agency for permanent work and as an employment business for temporary work.
For roles in the UK, applicants must be eligible to live and work in the UK.
We value diversity and promote equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all areas of society and can discuss any reasonable adjustments to support your application.
