OnlyLaw
Call Centre Manager
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Call Centre Manager
Location: North London
Job Type: Full-time, Permanent, office based
Salary: Competitive, depending on experience
About Only Law
Only Law is a growing UK legal recruitment company specialising in the recruitment of legal and professional services professionals. We work with a range of law firms and legal organisations across the UK, supporting them in identifying and recruiting high-quality talent.
We are currently recruiting on behalf of one of our law firm clients for an experienced Call Centre Manager to lead their call centre team and ensure they deliver an excellent experience to prospective and existing clients.
This is a hands-on management role for an experienced call centre professional who is confident managing a busy, target-driven environment and motivating a team to achieve strong performance.
The Role
As Call Centre Manager, you will be responsible for the day-to-day management of the firm's call centre function, ensuring calls are handled professionally, efficiently and in line with the firm's standards.
You will manage team performance, monitor KPIs, improve conversion rates and ensure that potential clients receive a professional and consistent experience from their first interaction with the firm.
The successful candidate will have previous experience working in a call centre/contact centre environment, ideally in a management or supervisory position.
Key Responsibilities
Call Centre Management
- Manage the day-to-day operations of the call centre.
- Lead, motivate and support a team of call centre advisers.
- Ensure calls are answered promptly and professionally.
- Monitor call volumes, response times, abandoned calls and service levels.
- Ensure team members follow agreed call-handling procedures and scripts.
- Manage rotas, attendance, holidays and team capacity.
- Identify operational issues and implement solutions to improve performance.
Team Management & Performance
- Set clear individual and team targets.
- Monitor KPIs and provide regular performance feedback.
- Conduct 1-to-1s, coaching sessions and performance reviews.
- Identify training and development needs.
- Support underperforming team members through structured coaching and development plans.
- Recognise and encourage high performance.
- Maintain a positive, professional and target-driven team environment.
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Sales & Lead Conversion
- Monitor the conversion of enquiries into consultations and new clients.
- Work with the team to maximise opportunities from inbound enquiries.
- Develop strategies to improve lead conversion and client acquisition.
- Monitor individual and team conversion rates.
- Identify opportunities to improve call scripts and sales processes.
- Ensure appropriate follow-up of prospective clients.
- Work closely with the legal teams to ensure enquiries are effectively transferred and converted.
Sales experience is highly desirable.
Experience in legal-sector sales, lead generation, client acquisition or legal intake is an advantage, but is not essential.
Client Experience
- Ensure prospective clients receive a professional and helpful first impression of the firm.
- Handle escalated client enquiries and complaints appropriately.
- Monitor call quality and ensure high standards of client service.
- Ensure the team communicates clearly and professionally with clients.
- Work with management to identify recurring client issues and improve the client journey.
Reporting & KPIs
- Prepare regular reports on call centre performance.
- Track key metrics including:
- Call volume
- Answer rate
- Abandoned calls
- Average handling time
- Lead conversion
- Appointment/consultation bookings
- New client conversion
- Team productivity
- Client satisfaction
- Analyse performance data and implement improvements.
- Report performance and trends to senior management.
Compliance & Quality
- Ensure all calls and client interactions comply with company policies and procedures.
- Maintain appropriate standards when handling confidential client information.
- Conduct regular call monitoring and quality assessments.
- Ensure staff receive appropriate training on procedures and client communication.
- Work closely with the legal and compliance teams where required.
Essential Requirements
- Previous experience working in a call centre or contact centre environment is essential.
- Previous experience managing or supervising a call centre/contact centre team.
- Strong people-management and leadership skills.
- Experience working in a target-driven environment.
- Strong understanding of call centre KPIs and performance management.
- Experience coaching and developing team members.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Confident using CRM, telephone and call-management systems.
- Comfortable working in a fast-paced and high-volume environment.
- Strong focus on customer/client service.
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Desirable Experience
- Previous sales experience is highly desirable.
- Experience managing a sales or lead-generation team.
- Experience with lead conversion and appointment setting.
- Experience in legal-sector sales, legal intake or client acquisition would be an advantage.
- Previous experience working within a law firm or professional services environment.
- Experience using legal CRM or case-management systems.
- Experience managing inbound enquiries for professional services.
What We Are Looking For
We are looking for a confident and commercially minded Call Centre Manager who can take ownership of the firm's call centre operation and drive improvements in both team performance and client conversion.
The ideal candidate will be a strong people manager who understands how to motivate a team, monitor performance and create a high-performing call centre environment.
You should be comfortable working with targets and KPIs and have a genuine focus on improving the client journey.
Legal experience is beneficial, but strong call centre management experience is the key requirement.
Why Join Only Law?
- Opportunity to take ownership of a growing call centre function.
- Work within a fast-growing legal practice.
- Opportunity to develop and implement new processes and performance strategies.
- Work closely with senior management and legal teams.
- Career development opportunities.
How to Apply
If you have previous call centre management experience and are looking for an opportunity to lead and develop a high-performing team within a growing legal practice, we would like to hear from you.
Please submit your CV outlining your call centre management, team leadership and, where applicable, sales or legal-sector experience.
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