About us
At Right Legal Group, we are reshaping legal services to be clear, accessible, and truly client focused. Traditional legal processes can feel overwhelming, but our mission is to simplify them, offering expert guidance with confidence and care.
As specialists in estate planning and wills, we go beyond financial security helping people leave behind emotional legacies, ensuring that their values, stories, and wishes are carried forward for generations.
At the heart of everything we do is a commitment to keeping families together, providing tailored legal solutions that offer peace of mind, protection, and continuity. Our team thrives on innovation, collaboration, and meaningful impact for the clients we serve and the professionals who make it happen.
The Opportunity
We are seeking an experienced and driven Branch Manager to lead our Manchester RightWill branch. This role requires a disciplined operational leader with strong people management capability and a commitment to delivering high standards through structure, accountability, and continuous improvement.
The Branch Manager plays a critical role in ensuring the consistent delivery of high quality outcomes. More than half of the working week will be spent actively observing client appointments, reviewing administration, and conducting side by side coaching.
Legal technical expertise is not required but proven and evidencable operational excellence, people leadership, and performance management are essential.
Key Responsibilities
People Leadership & Development
•Lead, direct, and energise Legal Advisors and Administrators to deliver sustained high performance through clear standards and expectations.
•Build deep, working knowledge of each Legal Advisor through regular live observation of client appointments, post-appointment administration reviews, and side-by-side coaching.
•Spend more than 50% of your time in live observation and hands-on coaching activity, using real client interactions to assess quality, pace, and effectiveness.
•Establish and maintain strong operational rhythms, including structured daily oversight, regular 1:1s, performance reviews, and focused team meetings.
•Relentlessly performance manage against agreed standards, intervening early and decisively where performance falls short.
•Own and execute performance improvement plans (PIPs), setting clear actions, timelines, and outcomes, and holding colleagues fully accountable for improvement.
•Coach consistently and purposefully, using observation and data to improve capability, pace, quality of advice, and quality of administration.
•Support recruitment and onboarding, ensuring new starters quickly adopt the required standards, behaviours, and ways of working.
•Build a culture of ownership, discipline, and continuous improvement, where high performance is recognised and underperformance is addressed.
•Work closely with HR and Training teams to ensure colleagues are supported, developed, and challenged appropriately.
Client Engagement
•Champion a client-first mindset by ensuring operational accuracy and consistency at every stage of the client journey.
•Ensure work is completed right first time, reducing rework, delays, and client dissatisfaction.
•Use live observation and case reviews to ensure client appointments are professional, compliant, and effective.
•Actively gather, review, and respond to client feedback, translating insight into practical operational improvements.
•Maintain a professional, welcoming, and brand-aligned branch environment that builds trust and confidence.
•Oversee client satisfaction (CSAT) results and third-party reviews, taking ownership for action where feedback highlights risk or opportunity.
Operational Service Delivery
•Embed a non-negotiable right first-time approach across all operational processes, documentation, and client interactions.
•Maintain tight control of workflow through the case management system, ensuring accuracy, pace, and visibility from inception to completion.
•Regularly review post-appointment administration to ensure quality, completeness, and timeliness of work.
•Plan and organise daily, weekly, and monthly activity so that time, capacity, and effort are always focused on the highest-impact priorities.
•Ensure every minute counts by aligning individual activity to branch priorities, KPIs, and service standards.
•Monitor operational performance daily, taking immediate action to resolve blockages, backlogs, or quality issues.
•Continuously review and refine processes to improve efficiency, reduce error, and increase consistency.
•Allocate resources dynamically based on performance data, demand, and capability.
•Maintain professional, safe, and client-ready facilities, ensuring health and safety standards are upheld at all times.
Compliance & Governance
•Ensure the branch operates fully within legal, regulatory, and brand frameworks at all times.
•Work in close partnership with legal and compliance teams to ensure operational processes meet regulatory obligations.
•Use live observation and file reviews to ensure standards are consistently met in real client activity.
•Maintain rigorous oversight of documentation and workflows to minimise risk and ensure audit readiness.
•Ensure health and safety standards are embedded into daily operations, not treated as periodic checks.
Performance & Commercial Impact
•Own branch performance against all KPIs, including productivity, turnaround times, client satisfaction, conversion, and revenue.
•Review performance data daily and weekly, using insight from both data and observation to drive corrective action.
•Translate data and observed behaviours into clear actions for individuals and the wider team, ensuring accountability for results.
•Drive commercial outcomes through disciplined execution of the RightWill process rather than reliance on individual legal expertise.
•Identify opportunities to improve productivity, increase conversion, and maximise revenue through better operational control and coaching.
•Partner with the Commercial Director to deliver branch-level initiatives and improve referral performance.
Community Engagement
•Act as a visible and credible ambassador for the branch within the local community.
•Support and participate in community events that strengthen brand presence and local relationships.
•Deliver local campaigns that align with branch capacity and commercial priorities.
•Work with central marketing and business development teams to translate community engagement into measurable outcomes.
Candidate Requirements
•Proven experience leading teams in a high accountability, target driven environment.
•Strong coaching ability using live observation and real time feedback.
•Confident in using both data and direct observation to assess and manage performance.
•Experience implementing performance improvement plans.
•Excellent planning, organisation, and prioritisation skills.
•High attention to detail and commitment to accuracy.
•Commercial awareness and a focus on strong client outcomes.
•Ability to work effectively with HR, training, compliance, legal, and marketing teams.
•Legal technical experience is not required but operational leadership is essential.
What We Offer
•Competitive salary and benefits package
•Support for professional development and qualifications
•A friendly, collaborative working environment
• Opportunity to shape a new role and directly contribute to the firm's future growth