Team Leader - Legal Advice

DAS; Bristol; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in legal services is seeking a Legal Advice Team Leader to manage a high-performing team. The role involves ensuring exceptional customer service, addressing client needs effectively, and improving overall service delivery. This hybrid position offers flexibility, with a minimum of four days a week required in the office.

Benefits

27 days holiday, with option to buy 5 more days

Private Medical Insurance

Company Pension Scheme

Group Income Protection

Salary sacrifice benefits including Cycle to Work Scheme

Employee Discounts Hub

Access to Sports & Social Club

Qualifications

• Strong background in Employment Law and/or Landlord & Tenant Law is essential.
• People management experience preferred.
• Exceptional customer experience focus.

Responsibilities

• Manage and lead a team of up to 10 Legal Advisors.
• Improve customer journey and service delivery.
• Ensure team compliance with regulatory changes.

Skills

Customer focus

Empathy

Organisational skills

Communication

Education

Qualifying Solicitor or equivalent

Job description

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These are exciting times at ARAG as we are going through a period of positive business change and sustained growth across our Legal teams. As a result, we now have a new Legal Advice Team Leader opportunity available.

In this role you’ll be responsible for the day-to-day management and leadership of a team within our ARAG Legal Advice service, on our front line, who provide a professional service to both our commercial and personal customers. Please note this a Senior Associate-level opportunity.

You’ll be leading and motivating your team of Legal Advisors (up to 10 direct reports), ensuring they provide exceptionally high levels of customer service via telephone and other digital channels, and guiding them to deliver a competitive and productive Legal Advice service, where great customer outcomes are at the heart of everything we do.

Other key responsibilities will include:

• Developing and motivating your team by holding effective 1:1's and coaching sessions.
• Proactively recognising patterns in the frustrations or hopes of our customers, seeing where we can improve our processes, tools or products to serve them better.
• Supporting excellent quality claims referrals and ensure that the team is adequately trained on relevant policy stipulations.
• Actively looking for ways to improve the customer journey and the services we provide.
• Understanding, prioritising and escalating customers' feedback & requests to the wider business.
• Keeping abreast of regulatory changes / legal updates that may be relevant to the LA service.

This is a hybrid role – ideally 3 days per week in the office. You can work full-time or part-time (min. 4 days a week, or the equivalent hours), and you’ll need to spend some time at both of our offices in Bristol City Centre and Bedwas, South Wales.

About You

We are looking for someone with a strong background in Employment Law and/or Landlord & Tenant Law (essential), and some people management experience. Ideally, you’ll be a fully qualified Solicitor (or equivalent) who can demonstrate knowledge of improving customer experience to ensure good customer outcomes, and who can help drive and deliver change.

You’ll be exceptionally customer focused, highly organised and have excellent written and verbal communication skills. You’ll also be adept at proactively identifying customers’ complex issues and offering potential solutions, whilst following the correct processes, and you’ll be able to present expert legal advice in a precise, understandable and empathetic manner.

Due to the nature of our Legal Advice roles, it is imperative that you can demonstrate elevated levels of empathy and the ability to connect and build rapport with a wide range of colleagues, stakeholders, and customers.

About us:

As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work, and we are looking for likeminded individuals who share our ambition to make our high-quality legal solutions accessible and affordable.

Our staff are at the heart of everything we do, and we encourage our people to work flexibly and achieve a work-life balance that works for them. We can offer you generous remuneration and an attractive benefits package that includes:

• 27 days holiday, with the option to buy up to a further 5 days
• Private Medical Insurance
• Company Pension Scheme with the option to increase contributions
• Group Income Protection and Group Legal Protection for all employees.
• European Motor Assistance
• Home Emergency Assistance
• Salary sacrifice benefits including Cycle to Work Scheme
• Access to our Employee Discounts Hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK
• The option to join our Sports & Social Club who organise discounted events, such as theatre shows and shopping trips.

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.