Head Of Inbound Legal Enquiries

Contract Scotland; Scotland; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading Scottish professional services organization is seeking a Head of Inbound Legal Enquiries to lead a team of over 20. You'll ensure quality and compliance while improving client outcomes. Ideal candidates will possess strong leadership skills, experience in a contact center or legal environment, and excellent communication abilities. The role offers a hybrid working model with competitive hours of Monday to Friday, 9am-5pm.

Qualifications

• Experience leading a contact centre or legal enquiries function.
• Ability to motivate diverse teams and manage performance.
• Hands-on approach to service delivery.

Responsibilities

• Lead and develop a large inbound enquiries team.
• Ensure accurate routing of enquiries to specialist teams.
• Maintain SLA performance and compliance standards.

Skills

People management skills

Leadership

Communication skills

Operational oversight

Continuous improvement mindset

Job description

Head of Inbound Legal Enquiries

Dundee | Hybrid Working | Full-time

We're partnering with a respected Scottish professional services organisation to appoint aHead of Inbound Legal Enquiriesto lead a key front-end function within the business.

This is a senior leadership role with responsibility for a20+ 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