Head of Inbound Legal EnquiriesDundee Hybrid Working Full-timeWe 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 roleReporting 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 teamWorkforce planning and resource managementEnsuring accurate and timely routing of enquiries to specialist teamsMaintaining SLA performance, quality and compliance standardsUsing insight and MI to drive performance and service improvements Working hours are Monday to Friday, 9am 5pm, with hybrid working in place.About youYou ll be a confident, empathetic leader with: Experience leading a contact centre, legal enquiries or triage-style functionStrong people management skills and the ability to motivate diverse teamsA hands-on, acco