Call Quality Analyst (Call Centre)

Leeds West Yorkshire

£20,000 - £24,000 per annum working only 30hrs per week

Monday to Friday either 9am - 3pm or 10am - 4pm

Permanent Office based role

Are you an experienced Call Quality professional?

Do you have call centre experience?

Hawk 3 Talent Solutions are looking for a Call Quality Analyst to join a professional services company based in Leeds, West Yorkshire.

The company also have a fantastic benefits package - please see below

The Role

As a Call Quality Analyst, you will work 30 hours per week, your choice of Monday to Friday 9am-3pm or 10am-4pm, for a starting salary of up to £24,000 dependant on experience with a clear pay banding structure for future earnings.

You will join a team of experienced Call Quality professionals, so regardless of the sector you have worked in previously you will be fully supported to learn how to mark calls against the internal scorecard.

The Call Quality Team monitor calls, looking for trends and selecting a number of random calls for manual scoring against a scorecard. Each agent has a number of manual calls dependant on their experience.

Duties

Call Quality scoring

Work to weekly call targets

Identifying trends and providing feedback to our Customer Contact Centre management team

Sharing and embedding best practices to drive process improvements

Supporting the Compliance Department with complaints and quality checks

The Person

Minimum of 12 months in a Call Quality role, with more experience paying the higher starting salary

Excellent verbal and written communication skills

Enjoys working in a fast and dynamic environment  

Understanding of Microsoft Office suite of products

While not essential, the below experience would be advantageous:

Any experience of speech analytics software

Knowledge of SRA and FCA regulators and their governance over regulated companies

Knowledge of Treating Customers Fairly principles

Your working week will be 6 hours per day, Monday to Friday, giving you a fantastic work/life balance. Once appointed in role, the successful candidate will be able to agree with the departmental manager a regular shift of either 9am-3pm or 10am-4pm.

Benefits

Lifestyle Rewards

30 hour working week

Free City Centre Parking

22 days Annual Leave Bank Holidays

On top of that, additional Paid Leave for your Birthday

Christmas Eve and New Year's Eve paid leave (when falling on a working day)

Flexible Holidays - a number of which can be taken hourly

Holiday Exchange - buy / sell holiday

Extra holiday for length of service - 1 extra day after 3, 4 and 5 years

Enhanced Maternity / Paternity / Adoption Pay

Business-casual dress code

Financial Rewards

Punctuality and attendance-based financial rewards

Financial reward and recognition for memorable moments throughout Your Journey, including length of service milestones and key life events

Manager's Cheer - monthly financial reward and recognition for going above and beyond in your role

Death in Service Benefit - 4 times annual salary

My Staff Shop - a wide range of discounts and savings at UK retailers

Travel Support - free parking, bus discounts, cycling facilities

Leeds Credit Union - Christmas Savings Scheme

Contributory Pension Scheme

Personal Growth

Learning & Development Allowance - paid time to learn in work

Professional Qualifications - financial and study support

Health Rewards

Free Gym Membership

Health Cash Back Plan - generous cash back to manage your wellbeing, including dental, optical, and combined therapy

GP Anytime - access to 24/7 prescribing GP for you and your family

Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions

Engagement Rewards

Team Events - bowling, laser quest, bingo, axe throwing and pub quizzes, to name just a few!

Regular charity fundraising including fun games, food, raffles, auctions and more

Keyword: Call Centre, Contact Centre

If you would like to apply for the role of Call Quality Analyst then please email your CV to debbie.gough@hawk-3.com  or call Deb on 07557803946

Closing date is 26.062023 Please note this could change subject to suitable applications.

Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client.

By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website.

Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future

PRIVATE CLIENT SOLICITOR / THAME

Location: Thame OX9 / Hybrid working options

Job type: Permanent

Hours: Monday to Friday 09:00am - 17:00pm

Salary: Negotiable salary, dependent on experience

Hawk 3 Talent Solutions, operating as an employment business, are currently recruiting for a Private Client Solicitor within our clients Head Office in Thames.

We are looking for candidates who have proven experience in this field and at least 5 / 6 years PQE as well as being proficient in will drafting, dealing with administration of complex estates and general private client matters.

This role will support a wide variety of work within the department and brings with it the possibility of career progression at a forward thinking and progressive firm.

The Private Client Team consists of the Department Head, Solicitors and other free earners, Probate Assistants and Legal Secretaries.

Main duties:

General day to day dealing, advising and liaising with clients on Private Client matters such as preparation of wills, estate planning, trusts, tax issues, power of attorney, general estate administration and inheritance matters

Support department with all incoming instructions

Attending client meetings including home, residential and nursing homes as well as hospital visits

Developing strong relationships with clients and other local professionals

Preparation and drafting of documents and other correspondence  

Handling client billing and ensuring all billing is accurate and timely

Using a case management system on a day-to-day basis

Engage in promoting the firm by attending marketing events, raising the Firm's profile through social media channels and help in identifying client prospects

About you:

5 / 6 years PQE

Previous experience of advising high-net worth individuals with estate planning and will preparation is essential

Experience in preparation of Power of Attorney is essential

Experience of Deputyship and associated Court of Protection applications is desirable

Experience of trust creation and administration and related tax affairs

A keen eye for detail with good technical drqafting abilities

Desire to get involved in the marketing, business development and promotion of Private Client department and wider firm

Must be able to communicate effectively and professionally

Fully competent in MS Word and willingness to use case management systems

STEP membership essential and Solicitors for the Elderly membership is desirable

Benefits:

Hybrid working options (one or two days working from home once settled in)

26 days holiday plus bank holidays

BUPA medical

Enhanced pension scheme

Discretionary bonus

To apply for this position, please submit your CV via the Apply Now button or contact Shannon Bunch on shannon.bunch@hawk-3.com

COMMERCIAL PROPERTY PARALEGAL / THAMES

Location: Thames, OX9 / Hybrid working options

Job type: Permanent

Hours: Monday to Friday 09:00am - 17:00pm

Salary: Negotiable salary, dependent on experience

Hawk 3 Talent Solutions, operating as an employment business, are currently recruiting for a Commercial Property Paralegal based in their Thames office.

The successful candidate will support the Partner of Commercial Property Team. You will be an experienced Paralegal or Legal Executive in Commercial Property, including development projects of both residential and commercial nature.

Main duties:

Prepare introductory letters to clients with relevant initial enclosures and assist in client engagement

Prepare and draft documents for fee earners

Use of Microsoft Word, Excel and bespoke software

Updating clients / agents / solicitors

Preparing all relevant correspondence on behalf of fee earners

Assisting with billing / invoicing clients

Open new files, close files, general file keeping and file progression

Diary management on behalf of fee earners, schedule client meetings and liaise with clients on behalf of fee earners and deal with client queries as necessary

About you:

At least 2 years' experience as a Paralegal or Legal Executive

High level of accuracy and attention to detail

Good knowledge of Commercial Property law

Professional telephone manner and experience in dealing with clients

A methodical approach to work and ability to prioritise own workload

Extremely good organisational skills

Proficient in MS Office

Benefits:

Hybrid working options (one or two days working from home once settled in)

23 days holiday plus bank holidays

BUPA medical after 2 years

Enhanced pension scheme after 2 years

Discretionary bonus

To apply for this position, please submit your CV via the Apply Now button or contact Shannon Bunch on shannon.bunch@hawk-3.com

SENIOR RESIDENTIAL CONVEYANCING SOLICITOR / PRINCES RISBOROUGH

Location: Princes Risborough, HP27 / Hybrid working options

Job type: Permanent

Hours: Monday to Friday 09:00am - 17:00pm

Salary: Negotiable salary, dependent on experience

Hawk 3 Talent Solutions, operating as an employment business, are currently recruiting for a Senior Residential Conveyancing Solicitor within our clients office in Princes Risborough.

The successful candidate will be joining our clients busy Property team contributing to delivering exceptional services to their clients, by advising on all aspects of the buying, selling and re-mortgage process including legal issues, finances and contracts.

Main duties:

Handling files for freehold and leasehold properties from initial instructions through to completion, ensuring all enquiries have been dealt with, title issues accurately resolved and all searches carried out and checked mortgage conditions are satisfied

Preparing contracts and supporting documents, checking official copy documents, ensuring post completion is concluded accurately, using case management system, handling client billing and liaising with clients, agents, burrowers, brokers, managers, buyers' solicitors, internal departments and any other necessary

About you:

Fee earning experience is essential within residential property - 4 to 5 years

Sound legal knowledge within the conveyancing process

Experience of handling transfers of equity, re-mortgages, bridging, new builds, shared ownership leases and declarations of trust

Excellent communication and organisational skills

Experience with leasehold peoperties and corporate clients and buy-to-let and portfolio owners

High level of attention to detail while working under pressure to meet deadlines

Proactive with commercial and financial awareness

Benefits:

Hybrid working options (one or two days working from home once settled in)

26 days holiday plus bank holidays

BUPA medical

Enhanced pension scheme

Discretionary bonus

To apply for this position, please submit your CV via the Apply Now button or contact Shannon Bunch on shannon.bunch@hawk-3.com

COMPANY & COMMERCIAL SOLICITOR / THAME

Location: Thame OX9 / Hybrid working options

Job type: Permanent

Hours: Monday to Friday 09:00am - 17:00pm

Salary: Negotiable salary, dependent on experience

Hawk 3 Talent Solutions, operating as an employment business, are currently recruiting for a Company & Commercial Solicitor within our clients office in Thames.

As an experienced Company Commercial Solicitor this role will require you to manage client matters to a successful conclusion whilst meeting their objectives and financial expectations.

The successful candidate will be able to demonstrate a keen commercial acumen and a high level of commercial law knowledge.

Duties to include:

Drafting and negotiating a wide range of business-to-business contracts

Drafting standard agreements including terms to sale and contracts of distribution and agency

Drafting standard terms for sales to consumers

Advising on data protection compliance including desktop audits and time-sensitive matters as they arise

Acting on business asset and / or share purchase and other company disposals

Assisting with company formations and generally advising on start-ups

Ensure personal legal knowledge is kept up to date

About you:

Minimum of 3 years PQE in a commercial law role

Possess exceptional client care skills

Have intermediate knowledge of Microsoft Office

Highly motivated and able to add value to the role

Be able to operate with minimum supervision

Be a team plater and able to get on with others

Possess networking and client developing skills

Benefits:

Hybrid working options (one or two days working from home once settled in)

26 days holiday plus bank holidays

BUPA medical

Enhanced pension scheme

Discretionary bonus

To apply for this position, please submit your CV via the Apply Now button or contact Shannon Bunch on shannon.bunch@hawk-3.com

LITIGATION SOLICITOR / THAME

Location: Thame OX9 / Hybrid working options

Job type: Permanent

Reporting to: Senior Litigation Manager

Hours: 09:00am - 17:00pm Monday to Friday

Salary: Negotiable, dependent on experience

Hawk 3 Talent Solutions, operating as an employment business, have an exciting opportunity for a Litigation Solicitor / Legal Executive to join our client's team in Thame.

The ideal candidate will be 2 years PQE with significant experience in Banking and Finance dispute resolution involving representation of financial institutions in various litigation matters such as mortgage litigation, secured and unsecured debt recovery, lender liability claims and enforcement of security through LPA and fixed charge receiverships.

Duties include:

Taking initial interviews with new and existing clients of the firm regarding disputes or potential disputes

Advising on matters of dispute and providing legal opinions, summaries of options and prospects for success

Analysing and evaluating cases and assisting client in their choice of what strategy to take

Developing strong relationship with clients

Keeping up to date with any new changes in law and where necessary, confidently and independently researching law relating to specific instructions

Drafting settlement agreements and consent orders where appropriate

Instructing Counsel for advise in respect of specialist matters and briefing counsel

Managing contested possession claims and debt claims through directions and to trial

Attending court hearing (where necessary through advocacy experience is not essential) and drafting pleadings to include claims, particulars of claim, defences and replies to defences

About you:

Qualified Solicitor or Chartered Legal Executive

Minimum of 2 years PQE in Banking or Finance litigation xperience

Excellent communication skills

Excellent problem solving skills

Self motivated, organised with the ability to priortise and manage own work load

Able to com in and command your own caseload with confidence

Benefits:

Hybrid working options (one or two days working from home once settled in)

26 days holiday plus bank holidays

BUPA medical

Enhanced pension scheme

Discretionary bonus

To apply for this position, please submit your CV via the Apply Now button or contact Shannon Bunch on shannon.bunch@hawk-3.com