Onboarding Team Leader - PI (Liverpool)
Salary: £26,000
Location: Liverpool/ Hybrid
Onboarding Team Leader – PI
Location 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 successful candidate will have people management skills and will be able to lead a team to achieve the best results for themselves, the business, and our clients. They will have exceptional organisation skills, attention to detail and Communication skills and want to work in a dynamic fast paced team with an innovate approach to working and people orientated management. They will have an interest in the law and potentially a desire to progress within a growing/thriving law firm.
As a team leader, you will lead a team of call handlers within our Onboarding team. You will be supporting the team to achieve targets and drive performance, as well as ensure the quality of information gathered is to a high standard. You will ensure every call is dealt with professionally and with empathy and care.
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
Main Responsibilities:
13. Monitor stats and ensure the SLA for abandoned calls is achieved daily and all inbound calls are being answered
14. Monitor agent performance against KPI’s set to ensure targets are met
15. Review file closures
16. Motivate and engage the teams, weekly/monthly team activities
17. Work allocation to all staff on a daily basis
18. Performance Manage all Staff to progress the teams for personal and professional development by way of 121’s each month, weekly chats to review audits, probation reviews, performance improvement plans etc.
19. Audit Reviews for all staff members on a monthly basis to ensure compliances measures for the business are being met
20. Perform HR processes such as return to work interviews and sickness absence reviews
21. Any Ad-Hoc tasks as and when required by Manager to support with department development and innovation
22. Interview potential new candidates as and when required
23. Monitoring and compile reports good understanding of excel and data management
24. Reporting to management/HR/Directors when required
Essential Skills and Experience:
25. To have people management skills
26. To assist in a supportive/troubleshooting role for the team
27. To assist and support manager
28. Drive team performance to achieve targets and create a healthy working environment. To be able to lead and motivate a team, arranging and preparing agendas for regular team meetings
29. Exceptional organisation skills, displaying attention to detail and time management
30. Exceptional customer service skills, specifically when handling complaints
31. Adaptability and flexibility
32. The ability to interact with colleagues and staff in a professional and courteous manner and performance manage accordingly
33. Helping with training and development of staff to further their career goals and ensure team performance is highly maintained
34. Good IT skills, preferably a working knowledge of Proclaim and Excel, telephony dialler systems, CRM.
35. The ability to apply initiative and forward thinking and approach manager with new ways of working to better the department
36. Experience of interviewing candidates
37. Compliance with office manual procedures
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.
38. Location: Liverpool/ Hybrid
39. Salary: £26,000
40. Department: Onboarding
41. Closing Date: Fri, 27 Feb 2026