As Customer Service Administrator Manager for Thursfields Solicitors my role includes a number of varied day to day tasks as well as exciting new projects.
My role is to predominantly manage and develop the reception “meet and greet and 1st point of call” team at Thursfields legal services across our six regional offices.
Day to day I assist our Finance and Operations Director Julia Warrilow ensuring the consistent and smooth running of our receptions, telephone services and communications. This is a part time role and so I also spend 2 days helping with administration in our residential property department which provides me with invaluable information as to what happens in the client journey beyond that first point of call.
Having spent most of my working life in customer service roles these are the perfect positions for me. I love the dynamics of meeting, liaising and helping both internal colleagues and clients alike and utilising my transferable skills from leading customer service teams to working as a trainer, in to these roles.
I am a trained Coach and Master Practitioner in NLP(Neuro Linguistic Programming) which includes a host of modules including goal setting, personal development, rapport building, coaching and mentoring and how to develop and change mind-set so that we can be the best version of ourselves. All of which are transferable skills I use every day.
For example: It is important that we are able to evaluate our responses so that we communicate effectively both to our work colleagues and our client base. We are 100% responsible for our communication to others.
We regularly ask clients and visitors to the office to provide feedback by way of a survey to enable us to reflect and improve services, however, I am pleased to report the results are above expectation and 98% of clients over the past year would recommend us.
Tracy Griffiths, Customer Service Administrator Manager