At a Glance
- Tasks: Lead a dynamic team ensuring speedy and accurate client identity checks.
- Company: Award-winning conveyancing law firm with a vibrant culture.
- Benefits: Competitive salary, 25 days holiday, pension scheme, and retail discounts.
- Other info: Join a leading firm with excellent career growth and a supportive workplace.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Experience managing teams in high-volume customer service settings.
The predicted salary is between 30000 - 40000 £ per year.
D Team Manager – Conveyancing Support Department
Location
Enderby, Leicester |
Salary
Competitive + Benefits
Are you an experienced team leader with a background in customer service and administration? Do you thrive in a fast-paced, high-pressure environment where speed and accuracy are critical? If so, this could be the perfect role for you.
About Us
We are an award-winning, high-volume residential conveyancing law firm, leading the way in delivering a trusted, values-based service that reduces 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, multiple teams handle essential services such as outbound calls, inbound customer service, legal administration, postal functions, and ID verification.
The Role
ID Team Manager
, you will lead a team of approximately 10 colleagues responsible for processing client identity checks for estate agents. This is a high-volume, time-sensitive function
, where meeting tight deadlines and maintaining accuracy is essential. Reporting to the Head of Operational Support, you will:
- Manage team performance against KPIs and SLAs in a fast-moving environment
- Ensure ID checks are completed quickly, 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, including estate agents who expect rapid turnaround times.
- 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.
This is a pivotal role requiring initiative, commercial acumen, and the ability to multi-task under pressure
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 to meet demanding deadlines.
- 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 of around 10 people in a fast-paced, high-volume service setting
- Ideally, experience working with estate agents and understanding their expectations for speed and accuracy.
- 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 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?
We are the UK’s leading conveyancing and property services group, 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 in a fast-paced environment? Apply today and help us deliver excellence in conveyancing support.
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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Simplify Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Simplify Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Simplify Group:Your cover letter is your chance to shine! Tell us why you want to work at Simplify Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Simplify Group!
How to prepare for a job interview at Simplify Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
