A seasoned customer service professional, Lee ensures that our customers access the legal help they need smoothly and efficiently.
Background:
Lee joined our business in 2018, following eight years managing customer contact operations for a large international retailer.
Managing customer operations is a complex job. Lee has a rich set of skills geared around delivering an experience that is simultaneously friendly and efficient as well as highly effective. In short, his work is all about ensuring our customers enjoy a uniquely excellent level of service – from first contact to final touch.
Skills:
Highly-qualified in his field, Lee focuses on making it easy for customers to access the legal services they need, but also to feed back on their experience so we can continuously improve the way we operate.
Lee's role:
His is a three-fold mission. First: design and deliver a high quality journey for our customers at what is often a traumatic period in their lives. Second: ensure their experience, whether customers reach us by phone or over the internet, is always compassionate, helpful and understanding. Third: train, manage and develop our diverse customer contact teams so they can engage with our customers in ways that always exceed expectation.
Outside the office:
Born and bred in Northamptonshire, Lee has three dogs and has been a keen horseman for many years and is looking forward to getting back to riding competitively. Caring for his horse, Malcolm, takes up a serious amount of time.
Professional qualifications:
- NVQs at Level 3 in Customer Service and Retail Operations.
- Accredited member of the Vistage Future Leaders Programme and the TAO Leadership Programme.
- BTEC National Certificate in Equine Studies from Moulton College, Northamptonshire.
- Find out more about Lee on his LinkedIn profile.