Team Leader

New Business Team Leader - Residential Conveyancing
Cardiff

An exciting opportunity has arisen for a driven and experienced Team Leader to manage and motivate a high-performing Client Onboarding team within a growing Residential Conveyancing department. This role combines leadership of the onboarding function with oversight of a New Business Associate, with a strong focus on converting initial enquiries into instructions.

You will play a vital part in delivering the department’s sales targets, service standards, and operational KPIs, while championing a culture of performance, collaboration, and client care.

Key Responsibilities:

Sales & Conversion:

• Drive performance of the quoting process to meet and exceed conversion targets.
• Analyse sales and conversion data to identify trends and implement improvements.
• Coach and support the New Business Associate to enhance enquiry handling and sales techniques.
• Provide quotes to prospective clients as needed to help achieve departmental targets.

Client Onboarding & Service Delivery:

• Ensure a smooth, efficient onboarding process that reflects high service standards.
• Continuously improve workflows and procedures to increase instruction rates and client satisfaction.
• Monitor onboarding productivity and assist with file opening to maintain service levels.

Team Leadership & Development:

• Lead, support and motivate the Client Onboarding team and New Business Associate.
• Hold regular 1:1s, performance reviews, and team meetings.
• Promote a positive culture of accountability, improvement, and morale.

Performance Management:

• Set clear and measurable KPIs aligned with business goals.
• Track and report team performance metrics to senior management.
• Monitor call quality and provide regular feedback and development opportunities.

Collaboration & Continuous Improvement:

• Work closely with internal departments to ensure a joined-up client journey.
• Provide insight to improve CRM/CSM systems, quoting tools, and marketing materials.
• Represent the team in departmental meetings and contribute to strategic planning.

What We’re Looking For:

• Proven leadership experience in a team leader or supervisory role.
• Sales or quoting experience with a strong record of meeting targets.
• Excellent communication, coaching, and interpersonal skills.
• Commercial awareness and a customer-first mindset.
• Strong analytical skills with the ability to interpret and act on performance data.
• Highly organised and capable of managing competing priorities in a fast-paced environment.
• Experience in legal or property services is desirable but not essential.
• Familiarity with CRM/CSM systems and client onboarding tools is an advantage.
• Strong IT skills and adaptability to new systems.
• Confident, persuasive, and resilient team player.

What You’ll Receive:

• Competitive Salary
• Generous Annual Leave: Starting at 23 days + bank holidays, plus:
  
  • A personal day
  • Your birthday off
  • A discretionary Christmas break day
• Annual Leave Purchase Scheme: Buy up to 3 extra days each year
• Gym Discounts
• Growth & Development Opportunities
• Milestone Recognition
• Networking & Charity Events
• Refer-a-Friend Bonus Scheme

Please contact Rachel Phillips at TSR Legal or apply directly below: