Head of Service

2 weeks ago

Swindon, United Kingdom TM Group (UK) Limited Full time

We are seeking a dynamic Team Leader to support our Case Progressors and Client Advisors, ensuring the seamless progression of conveyancing cases and delivering exceptional service to our clients. In this vital role, you will assist in managing day-to-day operations, providing guidance and support to team members, clients, and suppliers while contributing to overall team performance and success. Reporting to the Team Manager, you will play a key part in maintaining service levels and ensuring our team consistently meets its goals.
Your responsibilities will include offering day-to-day coaching and support to your direct reports, assisting with case management, client interactions, searches, daily tasks, and problem-solving.
You will facilitate training sessions and on-the-job learning opportunities to develop team members' skills, knowledge, and competencies in conveyancing processes and client service. As a Team Leader, you will conduct performance reviews, set objectives, and manage performance and absence within the team. You will mentor team members, identify future prospects, and support their development through continual upskilling in customer services. You will contribute to departmental task completion and phone availability when necessary.
You will empower team members to manage their workloads effectively, prioritise tasks, and ensure service level agreements and key performance indicators are consistently delivered. In addition, you will provide additional support or guidance on complex cases or client enquiries, leveraging your expertise to facilitate resolution and share learning opportunities with relevant departments and managers.
Building relationships with clients and cross-functional teams across the business will be crucial. You will support team members in maintaining strong relationships with clients, solicitors, and other stakeholders, ensuring open communication, transparency, and a high standard of service delivery. Handling escalated client or supplier issues or complaints with empathy, professionalism, and a commitment to resolving issues to the client's satisfaction will be part of your role.
Monitoring team performance metrics, preparing performance reports, and identifying trends and areas for improvement will help you optimise team efficiency and effectiveness. Planning department tasks, resources, and workflows, including contingency planning, will ensure deadlines are met through effective delegation and follow-up.
You will provide guidance on best practices, quality standards, and data security protocols to ensure accuracy, professionalism, and confidentiality in all client interactions and case documentation. To be successful in this role, you should have previous experience in a leadership or supervisory role, strong leadership, coaching, and mentoring skills, and the ability to motivate and support team members to achieve their goals.
Proficiency in using case management software, CRM systems, and office productivity tools, along with a solid understanding of conveyancing processes, property law, and regulatory requirements, is desirable.
If you are committed to upholding high standards of professionalism, integrity, and confidentiality, and are confident in leading a team to meet agreed KPIs and service levels, we want to hear from you.
As the UKs leading supplier of Property Searches and market leading technology provider for property professionals, this is a great opportunity for an experienced Team Leader to join our Client Services team.
This role will be based onsite at our Swindon Office.
But following recent Private Equity acquisition, we are now on a journey to position ourselves as a technology-driven property partner, leading the way in creating digital solutions that make property transactions easier for everyone.

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