New Business Team Leader - Residential Conveyancing
Cardiff
An exciting opportunity has arisen for a driven and experienced Team Leader to manage and motivate a high-performing Client Onboarding team within a growing Residential Conveyancing department. This role combines leadership of the onboarding function with oversight of a New Business Associate, with a strong focus on converting initial enquiries into instructions.
You will play a vital part in delivering the department's sales targets, service standards, and operational KPIs, while championing a culture of performance, collaboration, and client care.
Key Responsibilities:
Sales & Conversion:
- Drive performance of the quoting process to meet and exceed conversion targets.
- Analyse sales and conversion data to identify trends and implement improvements.
- Coach and support the New Business Associate to enhance enquiry handling and sales techniques.
- Provide quotes to prospective clients as needed to help achieve departmental targets.
Client Onboarding & Service Delivery:
- Ensure a smooth, efficient onboarding process that reflects high service standards.
- Continuously improve workflows and procedures to increase instruction rates and client satisfaction.
- Monitor onboarding productivity and assist with file opening to maintain service levels.
Team Leadership & Development:
- Lead, support and motivate the Client Onboarding team and New Business Associate.
- Hold regular 1:1s, performance reviews, and team meetings.
- Promote a positive culture of accountability, improvement, and morale.
Performance Management:
- Set clear and measurable KPIs aligned with business goals.
- Track and report team performance metrics to senior management.
- Monitor call quality and provide regular feedback and development opportunities.
Collaboration & Continuous Improvement:
- Work closely with internal departments to ensure a joined-up client journey.
- Provide insight to improve CRM/CSM systems, quoting tools, and marketing materials.
- Represent the team in departmental meetings and contribute to strategic planning.
What We're Looking For:
- Proven leadership experience in a team leader or supervisory role.
- Sales or quoting experience with a strong record of meeting targets.
- Excellent communication, coaching, and interpersonal skills.
- Commercial awareness and a customer-first mindset.
- Strong analytical skills with the ability to interpret and act on performance data.
- Highly organised and capable of managing competing priorities in a fast-paced environment.
- Experience in legal or property services is desirable but not essential.
- Familiarity with CRM/CSM systems and client onboarding tools is an advantage.
- Strong IT skills and adaptability to new systems.
- Confident, persuasive, and resilient team player.
What You'll Receive:
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Competitive Salary
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Generous Annual Leave: Starting at 23 days + bank holidays, plus:
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A personal day
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Your birthday off
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A discretionary Christmas break day
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Annual Leave Purchase Scheme: Buy up to 3 extra days each year
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Gym Discounts
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Growth & Development Opportunities
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Milestone Recognition
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Networking & Charity Events
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Refer-a-Friend Bonus Scheme
Please contact Rachel Phillips at TSR Legal or apply directly below: