Meet the team
Kryssy Lambert talks about improving the experience of members signing up with CILEX for the first time, her passion for good customer service and why she is proud to work for CILEX
What is your role and responsibilities?
I’m a customer service manager responsible for two teams, one which gives information and advice to those considering studying with CILEX, and the other supporting those either joining CILEX for the first time, or returning clients who are continuing their CILEX journey by purchasing a course or qualification.
The team knows CILEX and its offerings inside out, giving advice and guidance to potential students to ensure they have the tools they need to make well-informed decisions about the best route for them, whether that’s the new CILEX Professional Qualification (CPQ), finishing off their current qualification, deciding which training provider to enrol with, or even looking into apprenticeship opportunities.
If they decide to sign up, we make sure the process runs smoothly, reviewing their qualifications to check eligibility and applying exemptions where necessary.
As well as managing the teams, I work on projects aimed at improving the experiences of members and increasing the efficiency of our systems to free up the team to spend as much time as possible helping and advising those who get in contact with us.
Tell us a bit more about your background? How did you come to work at CILEX?
My parents ran a gastro-pub when I was growing up and I worked there from the age of 14 until I left to go to university. As well as a love of good food, the experience gave me a passion for customer service and, after I graduated, I took a customer service support role in an online estate agency.
I decided to move back to Bedford to be near my family, joining Cranfield University as an administrator. That experience working in an educational setting eventually led me to a job at CILEX Law School as an administration manager for the apprenticeship team, supporting learners. In 2020, I was promoted to my current role, supporting over 20,000 CILEX members.
What is a typical day like for you?
I’ll start the day by sending a big ‘good morning’ to the customer service team. Given we work from home, it’s important that we continue the camaraderie of a traditional office environment. I’ll then check in with my team leaders, covering off any queries that may have been outstanding from the previous day, seeing how their teams are getting on and being updated on their projects.
During the day I’ll have meetings to discuss progress on key projects, brainstorm new ideas for improving our systems, or test new functionality for our customer relationship management (CRM) system. When I’m not in meetings, I’ll be helping team leaders answer any queries from their staff and advise on more complicated questions.
Every so often I’ll spot a gap in the team’s knowledge and record a video showing them how to do techy things on the CRM – I’ve found it’s the best way to give them something to refer back to if they are presented with a complex query.
What are you working on at the moment?
In September last year, our customer service team was awarded Matrix accreditation, which recognises the ability of the team to give independent information, advice and guidance. I’m committed to ensuring our standards remain high, so I’m currently working on policies and workshops that will keep the team’s skills and knowledge up-to-date. I’m also reviewing areas for development so that we can score even higher next time.
What do you enjoy most about your job?
Members and prospective joiners will sometimes send feedback about individuals in the team who have gone above and beyond to help them with their queries – reading these messages is the best feeling in the world and makes me immensely proud. I love passing it on and being able to reward people when they do well.
The best part of this job is knowing what a massive difference we are making to legal professionals. I think that everything we at CILEX are doing to challenge outdated perceptions and to remove barriers to the legal profession is very exciting.
Giving people an alternative route into law and, through our qualifications, putting competent and capable individuals out into the legal sector is something I’m very proud of and I’m grateful to be working for such a progressive and inclusive organisation.
What do you like to do away from your job to relax or have fun?
I love going on adventures and exploring new places, so my favourite thing to do is travel. I love a city break and my husband and I are huge foodies, so going to a market in a foreign country and eating local cuisine is my idea of heaven. We also have big families, with lots of nieces and a nephew, so I spend time with them and have learned more TikTok dances than is reasonable for an adult woman!
We moved into our house not that long ago and I was keen to get rid of the white walls, so I’ve become a dab-hand at painting and wallpapering, which I’ve enjoyed far more than I thought I would.