Overview:
At Howells, we combine a fresh and forward-thinking approach with a client-focused, local feel to deliver a range of award-winning, quality services.
We are seeking a dynamic, results-driven Team Leader to manage and motivate our Client Onboarding Team within the Residential Property department. In addition to leading the onboarding function, the role also encompasses oversight of a New Business Associate, with a strong focus on converting initial enquiries into instructions. This position plays a pivotal role in achieving the department’s sales targets, service standards, and operational KPIs.
The successful candidate will bring prior experience in a similar leadership role, demonstrate excellent sales acumen, and possess strong interpersonal and team motivation skills.
What you'll be responsible for:
Client Onboarding and Service Excellence:
- Ensure seamless onboarding of clients into the conveyancing process, maintaining high standards of client service.
- Maintain and improve onboarding procedures to enhance efficiency, client satisfaction and increase the number of instructions.
- Monitor productivity levels and adjust workflows as necessary to meet business needs.
- Support with file opening as needed to meet service level requirements.
Team Leadership:
- Lead, coach, and inspire the Client Onboarding Team and New Business Associate to achieve their KPI’s.
- Conduct regular 1:1s, team meetings, and performance reviews.
- Foster a culture of accountability, continuous improvement, and high morale.
Reporting & Administration:
Reporting to Estate Agency Panels on a weekly and monthly basis to include:
- Completion reporting
- Estate Agency Invoice management
- Policy reporting
Sales and Conversion:
- Drive the quoting function to achieve and exceed conversion targets.
- Monitor and analyse conversion data to identify trends and opportunities.
- Provide coaching and support to the New Business Associate, to improve sales techniques and enquiry handling.
- Support with providing quotes to prospective clients, as necessary for the achievement of targets.
Performance Management:
- Set clear team and individual KPIs aligned with departmental objectives.
- Track performance metrics and produce regular reports for senior management and leadership team.
- Regularly monitor calls and provide feedback to team members.
- Take proactive steps to develop talent and improve team performance.
Collaboration & Communication:
- Liaise with other internal teams to ensure a smooth client onboarding journey.
- Provide feedback to improve quoting tools, CRM / CSM systems, and sales materials.
- Represent the team in departmental meetings and contribute to strategic planning.
Other:
- Maintain high levels of client and company confidentiality.
- Any other reasonable duties and responsibilities as directed by your line manager or Director.
What we're looking for:
- Proven experience in a similar team leader / leadership role.
- Experience within a legal or property services environment is desirable but not essential.
- Excellent interpersonal, communication, and motivational skills.
- Commercial awareness and a client-centric approach to service delivery.
- Excellent persuasion skills.
- Strong analytical skills and the ability to interpret performance data and metrics.
- Ability to manage competing priorities and work in a fast-paced, target-driven environment.
- Familiarity with CRM / CSM systems and onboarding tools is an advantage.
- Excellent general IT skills, with the ability to quickly learn and adapt to new systems.
- Strong level of literacy and numeracy.
- Team player
What you'll receive:
- Competitive Salary
- Annual Leave: Enjoy a minimum of 23 days each holiday year, plus bank holidays and extra time off to unwind, including an additional personal day, a day off for your birthday, and a discretionary paid day during the Christmas break.
- Annual Leave Purchase Scheme: Option to buy up to 3 extra days of leave annually to support your work-life balance.
- Gym Discounts: Access discounted memberships to help you stay active and healthy.
- Growth & Development: We’re invested in your career with opportunities for learning and advancement.
- Milestone Recognition: Celebrate your dedication with recognition and awards for key milestones.
- Events: Take part in various networking, corporate, and charity events throughout the year.
- Refer a Friend Scheme: Get rewarded for referring talented friends and connections to join the team.
Successful candidates will be subject to a basic or enhanced DBS disclosure dependent on the role. Permanent employment is conditional on having a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process.
Job Type: Full-time
Benefits:
- Additional leave
- Company events
- Company pension
Ability to commute/relocate:
- Cardiff CF24 0EL: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What are your salary expectations for this role? Please provide an annual range
Work authorisation:
- United Kingdom (required)
Work Location: In person
