At a Glance
- Tasks: Lead and develop a team to provide exceptional client onboarding experiences.
- Company: Join Fletchers Solicitors, a growing firm with a focus on client care.
- Benefits: Enjoy a competitive salary, bonus scheme, and 35 days holiday.
- Other info: Flexible working environment with opportunities for professional growth.
- Why this job: Make a real impact by helping clients navigate personal injury claims.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 28000 - 31000 € per year.
Location: Southport/ Hybrid
Salary: £28,000 - 31,000 (DOE)
Working pattern: 35 hours a week Monday to Sunday on a rota basis
Fletchers Solicitors have a fantastic opportunity for an Onboarding Team Leader to join our growing Onboarding Team. The Personal Injury Onboarding Contact Centre Team Leader is responsible for leading a team of Client Onboarding Advisors setting up cases for potential clients of Fletchers Solicitors. The role ensures that every case set up is handled with professionalism, empathy and efficiency, delivering an exceptional client experience while accurately assessing potential personal injury claims and converting enquiries into instructed cases. The Team Leader will drive performance, engagement and quality within the onboarding team, ensuring regulatory compliance, strong conversion rates and a client-first culture.
In Return Fletchers Can Offer:
- Competitive salary
- 35 hours working week
- Bonus scheme (subject to targets being met)
- 35 days holiday a year including bank holidays and Christmas Closure, with an option to purchase up to 3 extra days’ holiday per year
- Pension scheme with tax-efficient salary sacrifice option
- Life Assurance Policy
- Medicash policy to cover some Dental, optical and other medical expenses
- Enhanced company sick pay
- Enhanced Maternity, Paternity and IVF schemes
- Flexible, agile working environment with a positive work-life balance
- Varied calendar of funded company social events
- Monthly voucher awards
Key Responsibilities:
- Team Leadership: Lead, coach and develop a team of Client Onboarding Advisors handling new Personal Injury enquiries. Conduct regular 1-2-1s, performance reviews and development conversations. Foster a positive, high-performance culture focused on service excellence and accountability. Support recruitment, onboarding and training of new team members.
- Operational Management: Manage daily contact centre operations including call queues, workloads and service levels. Ensure enquiries are handled efficiently across all channels including phone, digital and referral sources. Monitor productivity, case conversion and client service metrics. Work closely with the wider legal teams to ensure seamless case handover following onboarding.
- Client Experience: Ensure every potential client receives a professional, empathetic and supportive experience. Promote high standards of communication and client care aligned with Fletchers values. Handle complex or escalated client enquiries where required.
- Performance & Quality: Monitor and improve key metrics including conversion rates, call quality and compliance, response times, and client satisfaction. Conduct call listening, feedback sessions and quality coaching. Identify trends and implement improvements to onboarding processes.
- Compliance & Risk: Ensure all onboarding activities comply with legal and regulatory requirements. Maintain accurate records and ensure appropriate claim validation processes are followed. Promote adherence to internal policies and data protection standards.
- Continuous Improvement: Identify opportunities to improve onboarding processes, technology and customer journey. Support change initiatives within the contact centre. Contribute to the development of best practice across the onboarding functions.
Essential Key Skills and Experience:
- Experience leading a team within a contact centre or client services environment.
- Strong coaching and performance management capability.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong client focus with the ability to demonstrate empathy and professionalism.
Desirable:
- Experience in Personal Injury, legal services or claims handling.
- Knowledge of Personal Injury claim processes.
- Experience managing conversion-based sales or enquiry teams.
- Familiarity with case management systems and contact centre technology.
Key Behaviours Successful Candidates Will Demonstrate:
- Leadership and accountability
- Empathy and client focus
- Integrity and professionalism
- Continuous improvement mindset
- Strong collaboration with legal and operational teams
What Success Looks Like In The Role:
- High levels of client satisfaction and positive first impressions
- Strong conversion of enquiries into instructed cases
- A highly engaged and well-developed team
- Consistently strong service levels and operational performance
- A culture aligned with the values of Fletchers Solicitors
Fletchers Group is an inclusive employer that welcomes applications from all diversity groups and backgrounds.
Team Leader - Onboarding Contact Centre (Personal Injury) employer: Fletchers Group
Fletchers Solicitors is an exceptional employer, offering a supportive and inclusive work environment in Southport for the Team Leader - Onboarding Contact Centre role. With a strong focus on employee development, competitive benefits including a generous holiday allowance, flexible working options, and a vibrant company culture, Fletchers prioritises both professional growth and work-life balance, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Onboarding Contact Centre (Personal Injury)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Fletchers Solicitors. Understand their values and what they stand for, especially around client care and service excellence. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to leadership and client management. Think about your past experiences and how they align with the role of Team Leader. We recommend doing mock interviews with friends or family to build your confidence.
✨Tip Number 3
Show off your soft skills! In a role like this, empathy and communication are key. Be ready to share examples of how you've handled difficult situations with clients or led a team through challenges. This will demonstrate your ability to foster a positive culture and drive performance.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the position. Plus, it’s a great chance to reiterate why you’d be a fantastic fit for the Team Leader role.
We think you need these skills to ace Team Leader - Onboarding Contact Centre (Personal Injury)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Team Leader role. Highlight your leadership experience in a contact centre or client services environment, and don’t forget to showcase your ability to manage multiple priorities!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for client care and your commitment to delivering exceptional service. Mention specific examples of how you've led teams to success in the past.
Showcase Your Empathy:Since this role is all about client experience, make sure to demonstrate your empathy and professionalism in your application. Share stories that highlight how you’ve handled complex client situations with care and understanding.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to see your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at Fletchers Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Team Leader in the Onboarding Contact Centre. Familiarise yourself with the key skills and experiences mentioned in the job description, especially around client focus and team leadership.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved performance. Highlight your coaching abilities and how you've fostered a positive culture, as these are crucial for the role at Fletchers Solicitors.
✨Demonstrate Empathy and Client Care
Since the role requires a strong client focus, be ready to discuss how you've handled client interactions in the past. Share specific instances where you provided exceptional service or resolved complex issues, showcasing your empathy and professionalism.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their onboarding processes, team dynamics, or how they measure success in the contact centre. This will demonstrate your enthusiasm and proactive mindset.
