Customer Service Team Leader
Location: Cardiff City Centre | Full-Time, Permanent | Salary £30-£32,000
Yolk Recruitment is working with an award winning and client-focused legal firm in Cardiff, who are on the lookout for a motivated and customer-centric Team Leader to manage the Client Onboarding Team.
You'll be at the forefront of our client journey, helping shape the first impression and ensuring a smooth, professional experience from the initial quote to onboarding. This is a fantastic opportunity for someone with a proven leadership background, strong sales acumen, and a passion for delivering exceptional client service.
What You'll Be Doing:
* Lead and support the quoting and onboarding functions to achieve conversion targets and deliver high standards of client care.
* Inspire, coach, and manage the team through regular 1:1s, performance reviews, and ongoing development.
* Monitor productivity and KPIs, adjusting workflows and setting clear goals to align with departmental objectives.
* Evaluate performance through call quality assessments and data analysis, providing actionable feedback for improvement.
* Collaborate across departments, represent the team in meetings, and contribute to strategic planning and service enhancement.
The Experience You'll Bring:
* Previous experience in a leadership or team lead role
* Strong communication, persuasion, and coaching skills.
* Commercial awareness and a client-focused approach.
* Legal or property sector experience desirable but not essential.
* Analytical mindset with the ability to interpret performance data.
* Proficient in CRM/CSM systems and general IT tools.
What You'll Get in Return:
* Salary of £30-32k plus bonus scheme
* Hours: Monday - Friday, 8:30am - 5:00pm
* Holidays: 23 days holiday plus bank holidays, your birthday off, a personal day, and a discretionary paid day over Christmas. Buy up to 3 extra days of leave each year
* Gym Discounts: Reduced membership rates to support your well being
* Career Development: Grow with learning and development opportunities
* Milestone Recognition: Celebrate your hard work and loyalty Team Culture: Get involved with company-wide events, charity initiatives, and networking socials Refer a Friend Scheme: Earn rewards for helping us grow the team
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