Job Title: Onboarding Team Leader Reports to: Service and Operations Manager Level: Tier 4 Job Summary You will support, mentor and lead a team of onboarding advisors, ensuring they consistently meet and exceed all customer expectations throughout the onboarding claims journey. You will achieve this by embedding a strong customer-centric mindset, guiding your team to deliver exceptional service, accurate assessment of onboarding claims, and consistent adherence to telephony SLA performance. You will provide coaching and day-to-day support to drive timely completion of onboarding activities and optimise performance across the team. Your key priority is to ensure a seamless customer experience from first contact, delivering the best possible client outcomes while maintaining an effective and high-performing call environment. Core Responsibilities · Provide coaching and day-to-day support to onboarding colleagues to drive strong performance in line with quality, accuracy and service expectations. · Develop a deep understanding of your team and their individual needs, delivering effective mentoring through regular 1:1s, personalised coaching, and clear PDPs that support their growth and development. · Monitor call quality and onboarding interactions, providing structured feedback to ensure regulatory, compliance and customer service standards are met · Support new advisors through successful probation periods, providing guidance, training and tailored coaching as required. · Embed a positive, customer-centric culture that motivates and engages the team, ensuring every customer receives a smooth and supportive onboarding experience. · Drive continuous improvements in the onboarding journey, identifying opportunities to enhance customer satisfaction and operational efficiency · Closely monitor KPI performance with mentoring, coaching and embedding new working practices and procedures. · Facilitate regular team meetings and maintain strong communication channels, ensuring advisors remain informed, aligned and supported. · Act as a role model to company values and behaviours and embed these within your team. · Ensure consistent achievement of key performance indicators, including quality, productivity, onboarding timeliness, and telephony SLA performance. · Use relevant MI to identify performance trends and improvement opportunities, ensuring reports and records are completed accurately and on time · Monitor call performance to ensure 80/20 telephony SLAs achieved daily. · Contribute to the success of the unit through proactive daily performance and taking ownership for performance of the entire office floor when called upon. · Understand and apply HR policies and procedures in relation to conduct and performance management, probation, absence and disciplinary meetings, liaising with Senior Management and HR as appropriate. · Interviewing and assessing of candidates in line with business requirements to ensure recruitment of the best talent based on competencies and behaviours. · Take ownership of project work for the department and ensure successful delivery of objectives through effective time management, planning, and appropriate delegation. · To undertake any other tasks as deemed relevant and reasonable by the business. Person Specification Essential · Ability to effectively motivate, engage and lead a team · Desire and ability to build relationships and work as part of a flexible team focused on delivering through our people · Experience of working in a fast-paced Contact Centre environment, ideally in a similar coaching, development and leadership role · Robust - able to deal with changing circumstances and challenging situations whilst still achieving objectives · Demonstrate clear direction, taking accountability for the team’s objectives and performance · Strong communication skills and excellent time management and organisational skills · Passionate about delivering excellent customer service and target driven · Maintains a positive attitude and stays self-motivated even in the face of adversity · Comfortable working towards shared targets and goals Desirable · A good understanding of the Claims and/or Personal Injury industry. · Previous team management/team leader experience to include performance management, achievement of objectives and development of your people · Possess strong problem-solving skills · Experience of developing others · Excellent numeric and literacy skills and proficient user of Microsoft Word, Excel and PowerPoint. Personal Development You will have regular 1:1 meetings with your line manager to review your performance against your objectives and identify any areas for development and/or required support. There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience and develop a career within Minster Law. Working Hours Claims Services is currently open from 8am–7pm Monday to Friday and 9am-2pm Saturday. Full time hours will consist of a dedicated shift pattern within these times, working an average 35 hours a week. You may be required to work any shift in the above opening hours with a degree of flexibility required to work additional hours as appropriate to meet business needs. We have various shifts patterns for part time hours which will be detailed in your contract. Salary Information The annual salary range for this role is £28,000 - £35,000. Equal Opportunities Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone. We are proud to be a Disability Confident Level 2 employer and Platinum accredited by Investors in People, reflecting our commitment to inclusion, development and a supportive professional environment. We encourage applications from candidates of all backgrounds and are committed to providing adjustments throughout the recruitment process and beyond. You can read more about our commitment to equality and diversity on the Minster Law website. Please note The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.