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Head of Inbound Legal Enquiries

Dundee | Hybrid Working | Full-time

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

This is a senior leadership role with responsibility for a 20+ 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