Onboarding Team Leader

**Onboarding Team Leader - PI**

**Location Southport/Hybrid**

**Salary: DOE Plus Bonus and Benefits**

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

As a team leader, you will lead a team of call handlers within our Onboarding team. You will be supporting the team to achieve targets and drive performance, as well as ensure the quality of information gathered is to a high standard. You will ensure every call is dealt with professionally and with empathy and care.

**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.

**Main Responsibilities**:

- Monitor stats and ensure the SLA for abandoned calls is achieved daily and all inbound calls are being answered
- Monitor agent performance against KPIs set to ensure targets are met
- Review file closures
- Motivate and engage the teams, weekly/monthly team activities
- Work allocation to all staff on a daily basis
- Performance Manage all Staff to progress the teams for personal and professional development by way of 121s each month, weekly chats to review audits, probation reviews, performance improvement plans etc.
- Audit Reviews for all staff members on a monthly basis to ensure compliances measures for the business are being met
- Perform HR processes such as return to work interviews and sickness absence reviews
- Any Ad-Hoc tasks as and when required by Manager to support with department development and innovation
- Monitoring and compile reports good understanding of excel and data management
- Reporting to management/HR/Directors when required

**Essential Skills and Experience**:

- To have people management skills
- To assist in a supportive/troubleshooting role for the team
- To assist and support manager
- Drive team performance to achieve targets and create a healthy working environment. To be able to lead and motivate a team, arranging and preparing agendas for regular team meetings
- Exceptional organisation skills, displaying attention to detail and time management
- Exceptional customer service skills, specifically when handling complaints
- Adaptability and flexibility
- The ability to interact with colleagues and staff in a professional and courteous manner and performance manage accordingly
- Helping with training and development of staff to further their career goals and ensure team performance is highly maintained
- Good IT skills, preferably a working knowledge of Proclaim and Excel, telephony dialler systems, CRM.
- Compliance with office manual procedures

**In return Fletchers can offer**:

- Competitive salary
- 35 hours working week
- 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