At a Glance
- Tasks: Lead a dynamic team to ensure smooth client onboarding and exceptional service.
- Company: Join Sort Legal, an award-winning firm known for innovation and customer service.
- Benefits: Earn up to £30,000 with ongoing training and career progression opportunities.
- Other info: Be part of one of the North East's fastest-growing legal services businesses.
- Why this job: Make a real impact by enhancing clients' legal journeys in a supportive environment.
- Qualifications: Experience in client onboarding or team leadership; strong communication and organisational skills.
The predicted salary is between 27000 - 33000 £ per year.
We’re looking for an organised and people-focused Client Inception Team Leader to join the growing team at Sort Legal. This is an exciting opportunity for someone with experience in client onboarding, compliance, or team supervision to play a key role in leading our Client Inception function.
You’ll be responsible for overseeing a small team, ensuring productivity and service levels remain high, while delivering an exceptional onboarding experience for clients. Working closely with the Senior Client Inception Executive and wider legal teams, you'll help ensure every new matter is opened efficiently, compliantly, and to the highest standard before being passed to our legal teams.
What you’ll be doing:
- Managing and supervising a small Client Inception team, ensuring workloads are distributed effectively and service levels are achieved
- Monitoring individual performance, productivity, and quality standards across the team
- Assisting with regular one-to-ones, performance reviews, and annual development plans
- Supporting the training, coaching, and development of team members
- Assisting with disciplinary, grievance, and performance management matters in line with company policies
- Acting as an escalation point for client queries and complaints during the onboarding process
- Managing the onboarding of new clients and ensuring an exceptional customer experience
- Conducting initial matter risk assessments, AML checks, and KYC procedures
- Ensuring files are fully prepared and compliant before being passed to the legal team
- Providing proactive updates to clients and third-party agents throughout the onboarding process
- Building and maintaining strong relationships with introducers, agents, and other third parties
- Ordering searches, identification checks, and office copies as part of the file opening process
- Producing reports and analysing client inception data for senior management and directors
Where you’ll be:
You’ll be based at our South Shields office, working as part of a collaborative and supportive team within one of the North East's fastest-growing legal services businesses. The Client Inception Team plays a vital role in ensuring clients receive a smooth, professional, and compliant start to their legal journey, making this a key position within the business.
Requirements
What we’re looking for:
- GCSEs (or equivalent) in English and Maths, Grade 4/C or above
- Previous experience within a client onboarding, compliance, conveyancing support, customer service, or team leadership role
- Excellent communication and customer service skills
- Strong organisational skills with the ability to manage high volumes of work efficiently
- Ability to prioritise workloads and meet strict deadlines
- High attention to detail and the ability to identify potential issues early in the transaction process
- Good keyboard and IT skills, including Microsoft Office applications
- Ability to work independently and collaboratively within a team environment
- A proactive approach with a willingness to learn and develop
- Understanding of AML, KYC processes, and regulatory compliance requirements would be advantageous
- Knowledge of the CLC Code of Conduct would be beneficial
Up to £30,000, depending on experience. Ongoing training, development, and career progression opportunities.
About Sort Legal:
Sort Legal is an award-winning conveyancing firm and part of the wider Sort Group. We combine innovative technology with exceptional customer service to help clients navigate the home-moving process efficiently and with confidence. As we continue to grow, we're committed to investing in talented people who share our passion for service excellence.
Client Inception Team Leader employer: Sort Legal Limited
Sort Legal is an exceptional employer, offering a dynamic work environment in Derby where innovation meets operational excellence. With a strong focus on employee development and a commitment to exceptional client service, we provide ongoing leadership training and career progression opportunities within our growing Remortgage Department. Join us to be part of a forward-thinking team that values quality, compliance, and continuous improvement in the conveyancing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Inception Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sort Legal Limited. 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 Sort Legal Limited 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 Client Inception Team Leader
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 Sort Legal Limited:Your cover letter is your chance to shine! Tell us why you want to work at Sort Legal Limited 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 Sort Legal Limited!
How to prepare for a job interview at Sort Legal Limited
✨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.
