Simplify • Enderby, England, United Kingdom
Join to apply for the Service Team Manager - Legal ID role at Simplify.
Location: Enderby, Leicestershire • Salary: Competitive + Benefits.
Reliable and award‑winning, we are a high‑volume residential conveyancing law firm that delivers a trusted, values‑based service, reducing the stress of moving home. Our Conveyancing Support Department plays a vital role in ensuring a smooth and efficient process for our clients. Within this department, teams handle outbound calls, inbound customer service, legal administration, postal functions, and, most importantly for this role, ID verification.
The Role
As ID Team Manager, you will oversee the day‑to‑day operations of a team of approximately ten colleagues responsible for processing client identity checks for estate agents. Reporting to the Head of Operational Support, you will:
* Manage team performance against KPIs and SLAs.
* Ensure ID checks are completed accurately and in line with company policy.
* Make risk‑based decisions when reviewing files holistically.
* Act as a subject‑matter expert for ID processes and compliance.
* Provide exceptional service to internal and external stakeholders.
* Coach, mentor, and develop your team to deliver consistent quality and customer service.
* Analyse data and present insights to improve ID sign‑off rates and stakeholder experience.
Key Responsibilities
* Lead, motivate, and develop your team through regular 1:1s, coaching, and performance reviews.
* Manage absence, ER issues, onboarding, and training plans.
* Monitor workloads and allocate resources effectively.
* Track and report on KPIs, SLAs, and quality metrics.
* Drive continuous improvement and process efficiency.
* Represent the department internally and externally as an SME.
* Maintain compliance and manage operational risk.
What We’re Looking For
* Proven ability to manage a team in a high‑volume service setting.
* Strong leadership, coaching, and stakeholder management skills.
* Excellent communication and problem‑solving abilities.
* Ability to interpret data and present actionable insights.
* Proficiency in MS Word and MS Excel.
* Customer‑focused, adaptable, and calm under pressure.
What We Offer
* 💷 Competitive salary
* 🌴 25 days holiday (plus 8 public holidays)
* 💰 Pension scheme & life assurance
* 🛫 Option to buy/sell additional holiday
* 👶 Enhanced maternity, paternity & adoption pay
* 🧠 Employee assistance programme
* 🏡 Free conveyancing services
* 🛍️ Retail discounts & more
Why Join Us
Based in a modern, vibrant office with free parking and excellent transport links across Cambridgeshire, you’ll enjoy a competitive salary, uncapped commission opportunities, and an inclusive environment that embraces diversity. This is your chance to play a key role in shaping a service model that sets the standard for the industry.
Ready to lead a team that makes a real difference? Apply today and help us deliver excellence in conveyancing support.
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