I’m Alex Lloyd and I’m the head of contact at Irwin Mitchell. I’ve worked here since 2015.
Providing excellent customer service is the number one priority for us. I’m proud to lead a team who put our clients at the heart of everything we do. They really enjoy their roles and genuinely care about the clients who contact us. Every day, they go above and beyond to exceed our client’s expectations by being dedicated to finding the right solution for them.
Providing contact around the clock
To make our service as efficient and excellent as possible, we base everything on three Cs. We give our clients the choice around how they engage with us, whether that’s through our legal helpline, online chat, or face-to-face. We’re also available 24/7, 365 days a year, so they can get in touch with us whenever is convenient for them. Lastly, we display how we care when we interact with them.
I believe I’m a strong leader because I listen and appreciate other people’s skills, opinions, and experiences. I’m very collaborative and want to work as a team to find the right solutions. My team ranges from 150 to 200 colleagues who are keen to support our clients and learn about a variety of legal areas.
I help people to connect with our clients and vice versa. There are three ways in which I do that. Firstly, with the legal helpline offering general and preliminary support to our clients. Then, with our contact team, engaging clients through our digital channels. Finally, through telephony channels which I do in terms of our stakeholders, making sure we’ve got the right tools.
As part of our partnership with sporting associations, England Rugby, UK Athletics and British Rowing, we’re able to provide general and preliminary legal support. If the clubs need legal assistance, we’ll be able to support them with easy access to expert advice.
A beneficial transition
When COVID-19 started, we had to transition to remote working. I’m proud of how we were able to make sure that no service was dropped during the pandemic. By working remotely, we’ve retained our positive team spirit. Now, with the benefit of flexible working, we’re able to come together when we want in the office, as well as collaborating remotely, which is a great balance. My colleagues have said that this flexibility makes them happier because it gives them a better work-life balance, which allows them to be more productive at work.
Another benefit of working remotely, is that we’ve been able to hire people nationally, which opens our team to more talented candidates.
Inclusive and diverse recruitment
For me, diversity and inclusion are such important topics. So, it’s essential to recruit the right people from a variety of backgrounds, to make sure we deliver the best service for our clients. When recruiting, I look for candidates who care and enjoy interacting with people. By doing that, it aligns with how we want to connect with our clients. When it comes to experience, it’s the genuine passion they have for wanting to helping people with their legal needs.
Having a close-knit team means we can bounce off one to deliver fantastic work. I look at what candidates can contribute and make sure that there are a wide range of skills within our team and leaderships teams. I believe having diverse views and experiences will drive better outcomes for our clients.
Developing my team
It’s my role to support people in the contact team with their career development by connecting them with other colleagues, so they can understand the range of roles we have. I’m extremely approachable, so my team feel comfortable to speak openly about their future aspirations. We have a flexible mindset, and we want to give people the opportunity to network and shadow people throughout the business. I feel lucky that I’m able to support the growth of my team’s careers so they can excel in everything they do.
Join us
If you’d like to work in a company that values you for who you are and what you bring, with an emphasis on career progression, a supportive work environment and diverse culture, then Irwin Mitchell is the perfect place for you – come and join the journey we’re on.
View Alex's professional profile.
