Fletchers Group is one of the UK’s leading law firms specializing in medical negligence, serious injuries, and motorbike accident claims. With over 30 years of legal experience, Fletchers is committed to breaking down barriers to justice, offering clear, empathetic, and expert support to clients during some of their most challenging times. Recognized as a Band 1 law firm by Chambers and Partners and featured among the UK’s Top 100 law firms, we pride ourselves on upholding the highest standards of excellence. We have expanded our expertise to include areas like data breach and diesel emission claims, striving to secure fair compensation on behalf of our clients. Our dedicated team is known for its specialist knowledge and for building strong relationships based on trust and transparency.
Role Description
The Personal Injury Onboarding Contact Centre Team Leader is responsible for leading a team of Client Onboarding Advisors who are the first point of contact for potential clients of Fletchers Solicitors.
The role ensures that every new enquiry is handled with professionalism, empathy and efficiency, delivering an exceptional client experience while accurately assessing potential personal injury claims and converting enquiries into instructed cases.
The Team Leader will drive performance, engagement and quality within the onboarding team, ensuring regulatory compliance, strong conversion rates and a client-first culture
Key Responsibilities
- Lead, coach and develop a team of Client Onboarding Advisors handling new personal injury enquiries.
- Conduct regular 1-2-1s, performance reviews and development conversations.
- Foster a positive, high-performance culture focused on service excellence and accountability.
- Support recruitment, onboarding and training of new team members.
Operational Management
- Manage daily contact centre operations including call queues, workloads and service levels.
- Ensure enquiries are handled efficiently across all channels including phone, digital and referral sources.
- Monitor productivity, case conversion and client service metrics.
- Work closely with the wider legal teams to ensure seamless case handover following onboarding.
Client Experience
- Ensure every potential client receives a professional, empathetic and supportive experience.
- Promote high standards of communication and client care aligned with Fletchers values.
- Handle complex or escalated client enquiries where required.
Performance & Quality
- Monitor and improve key metrics including:
- Conversion rates
- Call quality and compliance
- Response times
- Client satisfaction
- Conduct call listening, feedback sessions and quality coaching.
- Identify trends and implement improvements to onboarding processes.
Compliance & Risk
- Ensure all onboarding activities comply with legal and regulatory requirements.
- Maintain accurate records and ensure appropriate claim validation processes are followed.
- Promote adherence to internal policies and data protection standards.
- Identify opportunities to improve onboarding processes, technology and customer journey.
- Support change initiatives within the contact centre.
- Contribute to the development of best practice across the onboarding functions
Key Skills & Experience
- Experience leading a team within a contact centre or client services environment.
- Strong coaching and performance management capability.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong client focus with the ability to demonstrate empathy and professionalism.
- Experience in personal injury, legal services or claims handling.
- Knowledge of personal injury claim processes.
- Experience managing conversion-based sales or enquiry teams.
- Familiarity with case management systems and contact centre technology.
Key Behaviours
Successful candidates will demonstrate:
- Leadership and accountability
- Empathy and client focus
- Integrity and professionalism
- Strong collaboration with legal and operational teams
What Success Looks Like in the Role
- High levels of client satisfaction and positive first impressions
- Strong conversion of enquiries into instructed cases
- A highly engaged and well-developed team
- Consistently strong service levels and operational performance
- A culture aligned with the values of Fletchers Solicitors
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