Flint Bishop Solicitors

Are you ready to make a positive impact on people's lives? At Flint Bishop, we're committed to helping individuals regain control of their finances. As a Recoveries Specialist in our debt recovery department in Swansea, you'll play a vital role in our mission by providing compassionate and effective support to our customers. The Recoveries Specialist handles high volumes of outbound and inbound calls, to resolve challenging customer queries and overdue monies owed to our clients. You'll approach each interaction with empathy, providing guidance and support to customers, of which some maybe vulnerable. We will work with you on developing your skills to handle all calls to achieve fair outcomes. The roles are onsite working 5 days per week at our Swansea offices. Reporting to the Head of Recoveries. Hours of Work Mon-Fri 37.5 hours per week (flexibility may be needed depending on client workloads). Key Responsibilities Deliver outstanding customer service, with a focus on resolving consumer customer queries and disputes regarding their overdue accounts; taking ownership of customers to prevent repeat contact. Be flexible to meet customer demand through a variety of contact channels such as Voice, Webchat, and Email, both inbound and outbound Contribute to deliver objectives and be flexible to agreed business targets (including cash collection, customer satisfaction, complaints, quality, and compliance). Identify and understand customer needs to provide a consistently high-quality service. Investigate, resolve, and process customer enquiries to deliver customer value at first point of contact Effectively diagnose, investigate, and resolve customer disputes to ensure delivery of an efficient and effective service to the customer; work with specialist litigation teams to ensure they are handled and resolved in a timely manner Negotiating repayment plans when necessary Understand and adhere to the company and department standards, policies. Ability to work as part of a team, sharing best practice, knowledge, resource, and ideas Adhere to the Competence and Training procedures to promote a culture where customers are treated fairly and are properly informed Operate customer related information systems to the required standard to maintain accurate and secure records. A genuine passion for delivering Service Excellence, understanding what makes a great customer journey & tailoring your style appropriately Experience in a customer facing role and target driven environment as well as excellent organisational and time-management skills Demonstrate experience in identifying opportunities for improvement Computer literate to operate customer related information systems Skills, Knowledge and Expertise What You'll Need: Strong communication and interpersonal skills Empathy and understanding Resilience and adaptability A passion for helping others Previous customer service experience (preferred) Disclosure will be required in the event that a position is offered. Benefits What We Offer: Competitive Salary : Competitive salary increasing 12 months service, plus a performance-related bonus. Comprehensive Benefits : Enjoy a range of benefits, including free parking, generous holiday entitlement with options to buy and sell holidays, extra day off for your birthday, onsite business caf with baristas, team social events funded. Career Growth : We're committed to your professional development. Advance your career through opportunities for promotion and training. We have a dedicated learning and development trainer for the department who will provide full training at the beginning and throughout your employment, supporting you with training and guidance on resolving complex and challenging caseloads. Be committed but patient with the journey, career progression opportunities are available and our business is growing, but you must show that you can master the Recoveries Specialist role and fully understand it to open up conversations about promotion or progression - we will work with you on your development. Positive Work Environment : Be part of a supportive team that values collaboration and teamwork.

Head of Intellectual Property Department: Intellectual Property Employment Type: Permanent - Full Time Location: Leeds Description As the head of the intellectual property department, you will lead a team of specialist IP Lawyers, providing direction, oversight, technical guidance and direct supervision on all aspects of the team's work and development as well as conducting a full range of your own matters. You will work on a full range of intellectual property matters, both contentious and non-contentious, including matters relating to patents, trade marks, passing off, copyright, design rights, database rights and confidential information. You will provide assistance to and work collaboratively with other departments around the firm, including supporting corporate finance transactions, dispute resolution matters and corporate recovery matters with expert technical advice on intellectual property issues that arise. You will build the profile of the intellectual property team within the firm and outside, including training of colleagues and business development activities. The role is based at our Leeds offices and reports to the Chief Executive. Key Responsibilities The direction and management of the intellectual property team, including formulating in collaboration with the firm's management its direction, profile and its development and marketing strategies The management and direction of the team's work and supervision of its fee earners in their day to day handling of matters The conduct of your own matters across the full range of the team's work to the highest professional standards The provision of intellectual property support across the full range of the firm's departments and services wherever required Management Responsibilities Setting & presenting annual strategic plan for the Intellectual Property department - work closely with the CEO & CFO to construct team targets in relation to fees, time recording & business development; Assist with annual budget review process; Hold a monthly departmental meeting to report on team performance - follow up with one-to-ones as and when required; Attend quarterly HOD meetings to represent the Intellectual Property department; Attend monthly one-to-ones with the CEO & CFO - report on departmental priorities and financial performance; Provide supervision of matters for more junior fee-earners, sign off work as and when required; Oversee the Personal Development Plans for each team member, ensure individual goals are met throughout the year through mentoring and technical guidance; Ensure appropriate allocation of fee-earning matters within the team - regularly assess capacity of fee-earners and delegate work effectively; Proactively drive performance of the team - achieve continued financial growth YOY; Assist with the recruitment process for Intellectual Property vacancies - including proactive head hunting and drafting job specifications/adverts. Business Development Work alongside the Business Development & Marketing teams to ensure there is a cohesive and proactive strategy to managing current & prospective clients. Take an active lead in managing the client experience. Attend client meetings where necessary. Report regularly on business development initiatives and figures to the CEO. Skills, Knowledge and Expertise You will have not less than 5 years' experience in a recognised specialist intellectual property practice or team You will have broad experience of intellectual Property matters across their full range (excluding patent agency, which the team does not conduct) including: contentious work before the Intellectual Property Enterprise Court and in other Courts non-contentious advice in relation to the identification, ownership, management and securing of intellectual property rights assignment, licensing and other intellectual property transactions and commercial agreements corporate support in the context of corporate finance transactions trade mark applications and portfolio management, and the conduct and resolution of proceedings at the UK intellectual property Office Benefits What we offer? Competitive salary Bonus potential Great working environment at our Leeds offices Career development opportunities 27 days holiday plus bank holidays Options to buy & sell 1 week's holiday 1 week's holiday carry over Extra day off for your birthday Staff card discount scheme for local shops Social days and evenings on the firm Staff discounts on legal services