Team Leader – PI Onboarding Contact Centre
Salary: £26,000
Location: Southport/Liverpool/Hybrid
Team Leader – Personal Injury Onboarding Contact Centre
Location: Southport/Liverpool/Hybrid
Salary: £26,000
Working pattern: 35 hours a week Monday to Sunday on a rota basis
Fletchers Solicitors have a fantastic opportunity for a Onboarding Team Leader to join our growing Onboarding Team.
The Personal Injury Onboarding Contact Centre Team Leader is responsible for leading a team of Client Onboarding Advisors who are the first point of contact for potential clients of Fletchers Solicitors.
The role ensures that every new enquiry is handled with professionalism, empathy and efficiency, delivering an exceptional client experience while accurately assessing potential personal injury claims and converting enquiries into instructed cases.
The Team Leader will drive performance, engagement and quality within the onboarding team, ensuring regulatory compliance, strong conversion rates and a client-first culture.
In return Fletchers can offer:
1. Competitive salary
2. 35 hours working week
3. Bonus scheme (subject to targets being met)
4. 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th and 9th full year of employment
5. Pension scheme with tax-efficient salary sacrifice option
6. Life Assurance Policy
7. Medicash policy to cover some Dental, optical and other medical expenses
8. Enhanced company sick pay
9. Enhanced Maternity, Paternity and IVF schemes
10. Flexible, agile working environment with a positive work-life balance
11. Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
12. Monthly voucher awards
Key Responsibilities:
Team Leadership
13. Lead, coach and develop a team of Client Onboarding Advisors handling new personal injury enquiries.
14. Conduct regular 1-2-1s, performance reviews and development conversations.
15. Foster a positive, high-performance culture focused on service excellence and accountability.
16. Support recruitment, onboarding and training of new team members.
Operational Management
17. Manage daily contact centre operations including call queues, workloads and service levels.
18. Ensure enquiries are handled efficiently across all channels including phone, digital and referral sources.
19. Monitor productivity, case conversion and client service metrics.
20. Work closely with the wider legal teams to ensure seamless case handover following onboarding.
Client Experience
21. Ensure every potential client receives a professional, empathetic and supportive experience.
22. Promote high standards of communication and client care aligned with Fletchers values.
23. Handle complex or escalated client enquiries where required.
Performance & Quality
24. Monitor and improve key metrics including:
25. Conversion rates
26. Call quality and compliance
27. Response times
28. Client satisfaction
29. Conduct call listening, feedback sessions and quality coaching.
30. Identify trends and implement improvements to onboarding processes.
Compliance & Risk
31. Ensure all onboarding activities comply with legal and regulatory requirements.
32. Maintain accurate records and ensure appropriate claim validation processes are followed.
33. Promote adherence to internal policies and data protection standards.
Continuous Improvement
34. Identify opportunities to improve onboarding processes, technology and customer journey.
35. Support change initiatives within the contact centre.
36. Contribute to the development of best practice across the onboarding functions
Key Skills and Experience:
Essential
37. Experience leading a team within a contact centre or client services environment.
38. Strong coaching and performance management capability.
39. Excellent communication and interpersonal skills.
40. Ability to manage multiple priorities in a fast-paced environment.
41. Strong client focus with the ability to demonstrate empathy and professionalism.
Desirable
42. Experience in personal injury, legal services or claims handling.
43. Knowledge of personal injury claim processes.
44. Experience managing conversion-based sales or enquiry teams.
45. Familiarity with case management systems and contact centre technology.
Key Behaviours
Successful candidates will demonstrate:
46. Leadership and accountability
47. Empathy and client focus
48. Integrity and professionalism
49. Continuous improvement mindset
50. Strong collaboration with legal and operational teams
What Success Looks Like in the Role
51. High levels of client satisfaction and positive first impressions
52. Strong conversion of enquiries into instructed cases
53. A highly engaged and well-developed team
54. Consistently strong service levels and operational performance
55. A culture aligned with the values of Fletchers Solicitors
We reserve the right to close this role before the date specified depending on the calibre and volume of candidates
About Fletchers Solicitors:
Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.
More information about us can be found on our website.
Fletchers Group is an inclusive employer with a diverse work force, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.
56. Location: Southport/Liverpool/Hybrid
57. Salary: £26,000
58. Department: Onboarding & Client Services
59. Closing Date: Fri, 24 Apr 2026