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Call Centre Team Leader
Location: Balfour House, 741 High Road, Finchley, London, N12 0BP
Salary: Up to £32,000 per annum + Performance-Related Bonus
OTE: Up to £45,000 per annum
About the Company
We are a growing legal services organisation specialising in Personal Injury and Housing Disrepair claims. We are looking for an experienced and motivated Call Centre Team Leader to join our team and lead our busy call centre and new claims operation.
This is an excellent opportunity for an experienced call centre professional who is looking to take the next step in their career within a professional legal environment, with responsibility for supporting and developing a team while helping to maximise the quality and conversion of new enquiries.
About the Role
As a Call Centre Team Leader, you will be responsible for managing and supporting a team of Call Centre Executives who handle inbound and outbound calls from potential clients regarding Personal Injury and Housing Disrepair claims.
You will lead the team to achieve agreed KPIs and performance targets while ensuring that potential clients receive a professional, helpful and compliant service.
A key part of the role will be monitoring calls, coaching team members, supporting with difficult enquiries, improving conversion rates and ensuring that potential claims are accurately captured and passed through to the legal team for further assessment.
Key Responsibilities
Team Leadership & Management
- Lead, motivate and manage a team of Call Centre Executives.
- Set clear daily, weekly and monthly performance expectations.
- Monitor individual and team performance against agreed KPIs.
- Conduct regular one-to-one meetings, coaching sessions and performance reviews.
- Identify training and development needs within the team.
- Provide ongoing coaching to improve communication, call handling and conversion performance.
- Support new starters with their induction and ongoing development.
- Maintain a positive, professional and target-driven team environment.
- Manage attendance, punctuality and general performance in line with company procedures.
Call Centre & Lead Management
- Oversee a high volume of inbound and outbound calls relating to potential legal claims.
- Monitor and support the handling of new enquiries and leads.
- Ensure calls are handled professionally and efficiently.
- Support team members with difficult, complex or challenging conversations.
- Coach the team on effective questioning, listening and objection handling.
- Monitor follow-ups to ensure potential clients are contacted promptly.
- Ensure leads are accurately recorded and progressed through the CRM system.
- Work closely with the legal team to ensure suitable cases are passed for further assessment.
- Identify opportunities to improve lead quality, client engagement and conversion rates.
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Personal Injury & Housing Disrepair Claims
- Ensure the team collects accurate and relevant information from potential clients.
- Support the initial vetting and qualification of Personal Injury and Housing Disrepair enquiries.
- Ensure potential claims are assessed against the firm's agreed criteria before being referred to the legal team.
- Ensure team members understand the importance of accurate information gathering.
- Ensure client information and supporting details are recorded correctly.
- Escalate potential issues or concerns to the appropriate manager or legal team.
- Work closely with the New Claims Team to ensure a smooth transition from initial enquiry to legal assessment.
Quality, Compliance & Reporting
- Monitor calls regularly to maintain high standards of quality and professionalism.
- Conduct call audits and provide constructive feedback to team members.
- Ensure staff follow approved scripts, procedures and internal policies.
- Ensure all client information is recorded accurately and securely.
- Prepare and provide regular performance reports to management.
- Track key metrics including call volumes, contact rates, lead quality, appointments, conversions and team performance.
- Identify trends and recommend improvements to call centre processes.
- Ensure the team provides a professional and consistent client experience at all times.
Candidate Requirements
Essential
- Previous experience in a Call Centre, Contact Centre, Telesales or Customer Service environment.
- Previous experience managing or supervising a call centre team.
- Proven experience working towards KPIs and performance targets.
- Strong leadership and people-management skills.
- Excellent verbal and written communication skills.
- Confident and professional telephone manner.
- Strong coaching and performance-management abilities.
- Excellent listening, questioning and objection-handling skills.
- Ability to motivate a team and drive results.
- Strong organisational and time-management skills.
- Good IT skills and experience using CRM systems.
- Ability to work effectively in a fast-paced, target-driven environment.
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Desirable
- Previous experience within a legal, claims, insurance or professional services environment.
- Experience handling Personal Injury or Housing Disrepair leads.
- Experience with lead qualification or initial case vetting.
- Experience managing inbound and outbound sales or lead-generation teams.
- Understanding of compliance requirements when dealing with potential legal clients.
- Experience conducting call monitoring and quality assessments.
Key Skills
- Strong leadership and team-management skills.
- Excellent communication and interpersonal skills.
- Confident telephone manner.
- Strong coaching and mentoring abilities.
- Excellent questioning and listening skills.
- Strong objection handling and negotiation skills.
- Target-driven and results-oriented.
- Strong analytical and problem-solving skills.
- Excellent attention to detail.
- Ability to manage pressure and high call volumes.
- Strong CRM and IT skills.
- Professional and client-focused approach.
What We Offer
- Competitive salary of up to £26,000 per annum.
- Performance-related bonus.
- OTE up to £35,000 per annum.
- Opportunity to develop your career within a growing legal organisation.
- Professional and supportive working environment.
- Ongoing training and development.
- Opportunity to work closely with experienced legal professionals.
- Clear opportunities for career progression.
Equal Opportunity Statement
We are committed to diversity and inclusivity and welcome applications from candidates of all backgrounds. We are committed to creating a professional, supportive and inclusive working environment where everyone has the opportunity to succeed.
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