Switchboard Operator

Job Description

We have an exciting opportunity for a Switchboard Operator to join our growing Facilities and Communications department, based in the A&O Shearman Belfast office.

Department Purpose
The Facilities and Communications Switchboard operator serves as the first point of contact for new business enquiries, external and internal callers. We provide a range of transactional and information services to both the A&O Shearman London and Belfast offices, including:

• 24/7 switchboard support (UK & US Offices)
• Facilities helpdesk (maintenance and engineering requests)
• Space reservations (including car park bookings)
• Catering coordination
• Directory enquiries
• Housekeeping, vending, stationery, and pest control

Role Purpose
As a Facilities and Communications Switchboard operator, you will deliver high-quality service to internal and external clients. While your primary responsibility will be switchboard operations during your shift, flexibility to support other team tasks is expected as directed by the Manager.

Please note this is a U.S. hours role. At A&O Shearman we operate a 60:40 working policy, and the requirement is that you must work from the office a minimum for 3 days per week. This role is eligible for PHP (Premium Hours Payment) and access to staff carpark is provided.

This team has 3 employment opportunities.

• 1x Part Time Permanent Role (Monday-Friday 17:00-21:00)
• 2x Full Time 1-year FTC's (Monday-Friday 14:00-22:30 or 14:30-23:00)

Role & Responsibilities

• Handle internal, external, and international calls professionally.
• Act as the first point of contact for new business enquiries.
• Always deliver exceptional customer service.
• Respond to calls and emails promptly and log all interactions accurately.
• Escalate feedback (comments, complaints, compliments) appropriately.
• Maintain clear communication within the team, especially during handovers.
• Meet daily targets for call and email response times.
• Build strong relationships with departments and service providers.
• Support the Team Leader in enhancing service standards and departmental efficiency.
• Assist with ad-hoc projects and administrative tasks as needed.

Key Requirements
We're looking for individuals who are genuine, confident, and committed to excellence. You'll bring energy and enthusiasm to the team, with a passion for delivering outstanding customer service.

• Excellent telephone manner with clear, professional communication skills.
• Strong customer service orientation.
• Proficiency in Microsoft Office applications.

What we can offer you
We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, holiday entitlement increasing with length of service, holiday trading, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together.

Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required.

We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.

If this role is not of interest we may have another suitable opportunity here for you at A&O Shearman! Visit our careers portal at A&O Shearman Careers and submit your CV to our Talent Network to be notified when the perfect opportunity becomes available.