I've been with Irwin Mitchell for five years building up experience of operational leadership across different departments of the Contact Centre. My current role is the Operations Manager for the Legal Helpline. I am the main day to day contact for established work providers of the Helpline. This is to ensure seamless levels of communication and engagement to deliver a tailored service.
My expertise lies in leading, organising and co-ordinating a team to deliver a fantastic client experience. The Legal Helpline consists of over 35 legal graduates in three teams, supported by a small coaching team.
It's important we recruit the right people, train and support them in the right way through induction. We then encourage a great working environment in which they can deliver the best service to our clients.
I am proud to deliver a service that really cares – not only providing expert advice but doing so with a human touch. We are a 24/7 365 day service, allowing our clients convenience and ease of access to the service. We continue to explore and develop digital channels to give our clients options on how to engage with us – this is quite innovative in the Legal Helpline sector.