We are seeking a dynamic, results-driven Team Leader to manage and motivate our Client Onboarding Team within the Residential Conveyancing department. In addition to leading the onboarding function, the role also encompasses oversight of a New Business Associate, with a strong focus on converting initial enquiries into instructions. This position plays a pivotal role in achieving the department’s sales targets, service standards, and operational KPIs. The successful candidate will bring prior experience in a similar leadership role, demonstrate excellent sales acumen, and possess strong interpersonal and team motivation skills.
Duties and Responsibilities
Sales And Conversion
* Drive the quoting function to achieve and exceed conversion targets.
* Monitor and analyse conversion data to identify trends and opportunities.
* Provide coaching and support to the New Business Associate, to improve sales techniques and enquiry handling.
* Support with providing quotes to prospective clients, as necessary for the achievement of targets.
Client Onboarding And Service Excellence
* Ensure seamless onboarding of clients into the conveyancing process, maintaining high standards of client service.
* Maintain and improve onboarding procedures to enhance efficiency, client satisfaction and increase the number of instructions.
* Monitor productivity levels and adjust workflows as necessary to meet business needs.
* Support with file opening as needed to meet service level requirements.
Team Leadership
* Lead, coach, and inspire the Client Onboarding Team and New Business Associate to achieve their KPI’s.
* Conduct regular 1:1s, team meetings, and performance reviews.
* Foster a culture of accountability, continuous improvement, and high morale.
Performance Management
* Set clear team and individual KPIs aligned with departmental objectives.
* Track performance metrics and produce regular reports for senior management and leadership team.
* Regularly monitor calls and provide feedback to team members.
* Take proactive steps to develop talent and improve team performance.
Collaboration & Communication
* Liaise with other internal teams to ensure a smooth client onboarding journey.
* Provide feedback to improve quoting tools, CRM / CSM systems, and sales materials.
* Represent the team in departmental meetings and contribute to strategic planning.
What We’re Looking For
* Proven experience in a similar team leader / leadership role.
* Experience within a legal or property services environment is desirable but not essential.
* Strong track record in sales or quoting with demonstrable success in meeting conversion targets.
* Excellent interpersonal, communication, and motivational skills.
* Commercial awareness and a client-centric approach to service delivery.
* Excellent persuasion skills.
* Strong analytical skills and the ability to interpret performance data and metrics.
* Ability to manage competing priorities and work in a fast-paced, target-driven environment.
* Familiarity with CRM / CSM systems and onboarding tools is an advantage.
* Excellent general IT skills, with the ability to quickly learn and adapt to new systems.
* Strong level of literacy and numeracy.
* Team player.
What You’ll Receive
* Competitive Salary
* Annual Leave: Enjoy a minimum of 23 days each holiday year, plus bank holidays and extra time off to unwind, including an additional personal day, a day off for your birthday, and a discretionary paid day during the Christmas break.
* Annual Leave Purchase Scheme: Option to buy up to 3 extra days of leave annually to support your work-life balance.
* Gym Discounts: Access discounted memberships to help you stay active and healthy.
* Growth & Development: We’re invested in your career with opportunities for learning and advancement.
* Milestone Recognition: Celebrate your dedication with recognition and awards for key milestones.
* Events: Take part in various networking, corporate, and charity events throughout the year.
* Refer a Friend Scheme: Get rewarded for referring talented friends and connections to join the team.
If you have any questions about this opportunity, please email recruitment@howellslegal.com.
Successful candidates will be subject to a basic or enhanced DBS disclosure dependent on the role. Permanent employment is conditional on us obtaining a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process.
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