Residential Team Leader - Hybrid

The main role of the Team Leader is to efficiently oversee a portfolio of residential sale and purchase transactions. You will manage and motivate a small team of Case Handlers to achieve conversion, compliance, and client care objectives

Duties

• Manage and motivate a team of Case Handlers
• Promote the Vision, Mission, and Values throughout the team
• Establish and manage relationships with introducers into the department
• Ensure clients and introducers always receive excellent service for positive feedback and repeat business
• Ensure full utilization of the case management system by you and your team members following company guidelines
• Ensure timely completions of all cases
• Conduct audits to ensure best practices are followed
• Assist in forming good habitual practices for compliance, management information (MI), telephony, file, workload management, and successful caseload handling
• Identify and correct telephony anomalies, anticipating requirements for planned and unplanned absences
• Utilize Management Information tools to influence best practices and track behaviors
• Manage workload volumes within the team by monitoring incoming instructions and maintaining agreed capacity levels with forward planning and proactive actions
• Identify and facilitate training to enhance team effectiveness
• Handle next stage referrals for escalations from Case Handlers dealing with potential complaints promptly, working with the Client Services Manager on formal complaints
• Influence and be accountable for the team's output, fee generation, and target adherence
• Assist Case Handlers in compliance adherence and breach log entries
• Approve holidays for direct reports
• Ensure compliance with rotas and timekeeping
• Conduct appraisals in accordance with company policy
• Assist in recruitment and interviewing of new team members when required
• Complete delegated tasks such as post-completion resolution and ledger balances
• Fulfill any relevant duties delegated by the Head of Department to assist your team, other teams, and the department promptly

Training & Development

• Ensure full understanding and adherence to all relevant company policies and procedures as outlined on the Training Portal and the Company Intranet.
• Complete all training and assigned reading on the Training Portal (Access Training) within specified timelines set by the Training Team.
• Attend all other training sessions mandated by the Training Team.

Essential Skills

• At least 5 years’ experience as a Conveyancer managing a high-volume caseload
• Strong management skills
• Ability to interact with clients at the highest standard of care
• Keen eye for detail, with strong organizational skills and the ability to prioritize your workload and that of others
• Strong problem-solving skills
• Proficient in IT with experience using a case management system (ideally Proclaim)
• Capable of interpreting and utilizing management information resources effectively
• Desirable conveyancing qualification
• Confident in building and maintaining business relationships through excellent communication and service delivery
• Proven track record of providing proactive, consistent, and efficient client services and legal advice
• Excellent written and verbal communication skills, including handling verbal and written complaints
• Forward-thinking, proactive, with demonstrable energy and self-motivation