Team Leader – Onboarding Contact Centre (Clinical Negligence)

Team Leader – Clinical Negligence Onboarding Contact Centre

Location: Southport/Hybrid

Salary: £26,000

Working pattern: 35 hours a week Monday to Sunday on a rota basis

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Fletchers Solicitors have a fantastic opportunity for an Onboarding Team Leader to join our growing Onboarding Team. 

The Clinical Negligence Onboarding Contact Centre Team Leader is responsible for leading a team of Client Onboarding Advisors setting up cases for potential clients of Fletchers Solicitors.

The role ensures that every case set up 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.

In return Fletchers can offer:

• Competitive salary
• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some Dental, optical and other medical expenses
• Enhanced company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards

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Key Responsibilities:

Team Leadership

• Lead, coach and develop a team of Client Onboarding Advisors handling new Clinical Negligence 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.

Continuous Improvement

• 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

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  Key Skills and Experience:

Essential

• 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.

Desirable

• Experience in Clinical Negligence, legal services or claims handling.
• Knowledge of Clinical Negligence 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
• Continuous improvement mindset
• 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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We reserve the right to close this role before the date specified depending on the calibre and volume of candidates

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About Fletchers Solicitors:

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.

More information about us can be found on our website. https://www.fletcherssolicitors.co.uk/about-us

Fletchers Group is an inclusive employer with a diverse work force, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.

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