The main role of the Team Leader is to efficiently oversee a portfolio of residential sale and purchase transactions. You will manage and motivate a small team of Case Handlers to achieve conversion, compliance, and client care objectives
Duties
- Manage and motivate a team of Case Handlers
- Promote the Vision, Mission, and Values throughout the team
- Establish and manage relationships with introducers into the department
- Ensure clients and introducers always receive excellent service for positive feedback and repeat business
- Ensure full utilization of the case management system by you and your team members following company guidelines
- Ensure timely completions of all cases
- Conduct audits to ensure best practices are followed
- Assist in forming good habitual practices for compliance, management information (MI), telephony, file, workload management, and successful caseload handling
- Identify and correct telephony anomalies, anticipating requirements for planned and unplanned absences
- Utilize Management Information tools to influence best practices and track behaviors
- Manage workload volumes within the team by monitoring incoming instructions and maintaining agreed capacity levels with forward planning and proactive actions
- Identify and facilitate training to enhance team effectiveness
- Handle next stage referrals for escalations from Case Handlers dealing with potential complaints promptly, working with the Client Services Manager on formal complaints
- Influence and be accountable for the team's output, fee generation, and target adherence
- Assist Case Handlers in compliance adherence and breach log entries
- Approve holidays for direct reports
- Ensure compliance with rotas and timekeeping
- Conduct appraisals in accordance with company policy
- Assist in recruitment and interviewing of new team members when required
- Complete delegated tasks such as post-completion resolution and ledger balances
- Fulfill any relevant duties delegated by the Head of Department to assist your team, other teams, and the department promptly
Training & Development
- Ensure full understanding and adherence to all relevant company policies and procedures as outlined on the Training Portal and the Company Intranet.
- Complete all training and assigned reading on the Training Portal (Access Training) within specified timelines set by the Training Team.
- Attend all other training sessions mandated by the Training Team.
Essential Skills
- At least 5 years' experience as a Conveyancer managing a high-volume caseload
- Strong management skills
- Ability to interact with clients at the highest standard of care
- Keen eye for detail, with strong organizational skills and the ability to prioritize your workload and that of others
- Strong problem-solving skills
- Proficient in IT with experience using a case management system (ideally Proclaim)
- Capable of interpreting and utilizing management information resources effectively
- Desirable conveyancing qualification
- Confident in building and maintaining business relationships through excellent communication and service delivery
- Proven track record of providing proactive, consistent, and efficient client services and legal advice
- Excellent written and verbal communication skills, including handling verbal and written complaints
- Forward-thinking, proactive, with demonstrable energy and self-motivation