This role is different; you’ll lead a team making a real difference at the very start of our clients’ journeys.
Our Central Sales Team is the first voice thousands of people hear each month during some of their most difficult times. Handling over 9,000 enquiries monthly, the team offers reassurance, understanding, and a clear way forward.
You’ll be joining 5 Central Sales Team Leaders who support and inspire our high-performing teams as we grow. If you’re passionate about helping others succeed, confident with data, and thrive in a fast-paced, client-focused environment, we want to hear from you.
Your Role in Action
* Lead daily team performance, owning KPIs like call conversion, handling time, first contact resolution, and SLA adherence.
* Analyse performance data and trends using dashboards and reports; turn insights into coaching plans and regular call monitoring with feedback, working closely with the Sales Training Manager to address coaching needs.
* Run one-to-ones, team huddles, and performance reviews; maintain Personal Development Plans aligned to role expectations and KPIs.
* Identify performance/process gaps and recommend improvements; support workforce planning alongside Operations and Capacity Planning Managers.
* Collaborate with Marketing, Legal, Managing Partners, and Senior Leaders to resolve client issues, ensure smooth client journeys, and keep Head of Client Services informed.
What Makes You a Great Fit
* Proven team leadership in contact centres or high-volume client services, with strong experience managing KPIs (conversion, handling time, SLAs, quality).
* Skilled in performance management, including coaching, conducting call quality assessments, and creating development plans.
* Confident using data to spot trends, diagnose issues, and improve team results.
* Customer-first mindset, highly organised, tech-savvy (CRM, Excel, dashboards), and able to prioritise in a busy environment.
* Solution-focused, proactive attitude always aiming to improve team effectiveness and client experience.
Hours & Salary
£35,000 per annum
Full-time, 35 hours per week, Monday to Friday, 11am – 7pm
Flexible working with around 80% of your time working from home and 20% in our Harrogate office.
Who ‘is’ Stowe Family Law?
We’re the largest & fastest-growing specialist family law firm in the UK, with more than 90 office locations and over 400 dedicated colleagues.
We have a people-first culture and a strong sense of purpose. You’ll be part of a friendly, supportive team where your work truly matters and your ideas are valued.
Benefits
Read about our full benefits package here - https://careers.stowefamilylaw.co.uk/employee-bene...
* £35,000 per annum
* A wellbeing culture including Mental Wellbeing days, and access to counselling sessions
* Central Team Bonus
* Volunteering leave
* Diversity public holidays
* 26 days holiday
* Enhanced adoption, maternity and paternity pay
* Paid leave for fertility treatment
* Emergency dependants leave
* Bereavement leave
* Medicash health insurance - 24/7 GP’s, dental, counselling, gym discounts
* Training grants
* Life Assurance
* Contributory pension
* Flexible working
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