Switchboard Operator (HLGBSC104) at Hogan Lovells

Purpose:

The Switchboard Operator is responsible for working effectively as part of the Switchboard team to provide a comprehensive, high quality Switchboard service to the firm including accommodating the shift rota and covering for team vacations/other absences as and when needed. This role also includes taking and managing Helpdesk calls and emails in support of the Facilities Helpdesk Function for London.

KEY ACCOUNTABILITIES OF THE PERFORMANCE AREA

Switchboard Operations

• Provide a comprehensive, high quality Switchboard service to the firm including accommodating the shift rota and covering for team vacations/other absences as and when needed.
• Clearly understand responsibilities and ensure duties are undertaken in accordance with the Switchboard SOP manual and Service Level Agreements.
• Ensure all calls are answered swiftly, professionally and completed in accordance with the Standard Operating procedures and specified SLAs.
• Ensure all calls are answered and dealt with as confidential and handled in a sensitive manner.
• Build good working relationships with the team, the firm and international support, and escalate any team issues or concerns for consideration to the Office Services Manager.

Reporting and Information Administration

• Ensure calls are logged in the Switchboard Directory to a high standard and as per procedural expectations
• Complete the "Difficult Call Register" daily and advise the Office Services Manager of any difficulties in the day to day work of the Switchboard (e.g. any queries/complaints or other contentious issues that may potentially arise from incoming calls).
• Provide weekly status reports to the Office Services Manager.
• Maintain the Switchboard Directory with the most up to date information for all employees, including amending as necessary when someone leaves the firm.
• Update and forward user movement forms for UK new joiners, leavers and/or staff who may be required to move office locations within the UK.
• Report any problems encountered on the intranet and employee directories to IT.

REQUIREMENTS

Qualifications

• Grade 12 or Equivalent – (Required)

Mental & Environmental / Legal Requirements

• A dependable vehicle, license and transport
• Must be able to handle pressure, setbacks and a high level of stress
• Must be able to work to deadlines
• Must be able to maintain strict adherence to confidentiality and all other company policies
• Hold a flexible approach in respect of shift cover. The Operator will be notified of their shift patterns in advance by the Office Services Manager. It is a requirement of the Operator to maintain a flexible attitude to their working hours as they will be required to change shifts as instructed by the Offices Services Manager, often at short notice
• Participate in any required training courses which are required to effectively perform as expected
• Pro-actively participate in the formal performance management process as specified by the firm
• Must have a clear criminal record

Experience

• Minimum 2 years' Switchboard operations in a corporate environment at Operational level (Required)
• Minimum 1 years' prior experience in a professional services environment at Operational level (Required)
• 1 years' experience in a corporate law firm at Operational level (Preferred)
• 1 years' experience operating a Helpdesk at Operational level (Preferred)

System Skills

• Microsoft Office – Intermediate to Advanced (Required)

Knowledge and Skills

• Knowledge of a centralised/ shared services environment
• Excellent oral and written communication skills
• Strong organisational, administrative and time management skills
• Commercial awareness
• Strong listening, interpersonal and mediation skills
• Ability to make decisive decisions when dealing with difficult callers
• Attention to detail

Behavioral Competencies

• Ability to handle queries efficiently with diplomacy and tact
• Ability to follow instructions precisely
• Adapting and responding to change
• Strong work ethic with an inherent sense of urgency
• Delivering results and meeting business expectations
• Working with others
• Delivering through others
• Detail oriented
• Excellent time keeping and punctuality for shifts
• Ability to work without supervision, take control of situations and escalate to management where needed
• Ability to work with all levels within an organisation