Client Services – Player Manager
Details:
Location: Bristol (Hybrid – 3 to 4 days in the office)
Hours: 37.5 per week
Start Date: ASAP
Salary: £50,000 – £60,000 DOE
I’m really excited to be working with this specialist firm, known for delivering exceptional levels of customer service. They place a strong emphasis on clear communication, fair pricing, and ensuring every client receives a seamless, well-supported experience from start to finish. The team is friendly, collaborative, and genuinely supportive, with a strong client-first culture embedded throughout. It’s a pleasure to partner with a business that continues to grow and evolve while maintaining such high standards of care and service delivery.
Role Overview
This role combines direct sales responsibility with team leadership. The successful candidate will manage and convert sales opportunities while overseeing the performance, development, and effectiveness of a Client Services team.
Working as both a hands-on contributor and a leader, you will play a key role in driving sales performance, improving processes, and ensuring an excellent customer experience from initial enquiry through to completion.
Key Responsibilities
Sales & Client Management
- Manage and convert incoming enquiries using a consultative sales approach
- Handle client and partner enquiries, nurturing leads through the full sales cycle
- Manage client pipelines from initial contact through to quotation and agreement
- Provide clear, accurate guidance on probate-related matters, including technical aspects
- Deliver a high standard of end-to-end customer service
- Identify and maximise cross-sell and up-sell opportunities
Team Leadership & Development
- Lead, manage, and develop a team to achieve high performance and meet targets
- Set clear objectives and conduct regular one-to-one meetings and development reviews
- Coach and mentor team members through call listening, feedback, and training
- Act as a referral point for complex queries and support team decision-making
- Foster a collaborative, engaged, and high-performing team environment
Performance & Operations
- Monitor and manage KPIs including lead conversion, sales, and service metrics
- Analyse management information (MI) to identify trends and drive improvements
- Oversee daily lead management to maximise conversion opportunities
- Ensure workflows are efficient and aligned with business objectives
- Support the handling of complex cases and optimise team performance
Continuous Improvement & Quality
- Drive continuous improvement initiatives and implement best practices
- Improve processes to enhance efficiency, conversion rates, and customer outcomes
- Ensure high standards of service quality, compliance, and accuracy
- Contribute to a seamless, consistent customer journey
Performance Measures
- Achievement of individual and team KPIs
- Conversion rates and overall sales performance
- Quality of customer interactions and client satisfaction
- Effectiveness of processes and workflow improvements
- Team engagement, development, and overall performance
Skills & Experience
Essential
- Proven experience in a sales environment within legal or professional services
- Strong knowledge of probate, including technical understanding
- Demonstrable people management experience
- Track record of coaching, mentoring, and developing team members
- Ability to work to targets and deliver measurable results
- Strong communication and relationship-building skills
- Ability to prioritise workload and work effectively both independently and within a team
Desirable
- Experience within probate or estate administration
- Leadership experience within a sales-driven environment
Key Attributes
- Customer-focused with a consultative approach
- Results-driven with strong attention to detail
- Proactive and solutions-oriented
- Organised and efficient
- Collaborative and supportive leadership style
- Adaptable and committed to continuous improvement
