Customer Service Manager

D Team Manager – Conveyancing Support Department

Location: Enderby, Leicester |
Salary: Competitive + Benefits

Are you an experienced team leader with a background in customer service and administration? Do you thrive in a fast-paced, high-pressure environment where speed and accuracy are critical? If so, this could be the perfect role for you.

We are an award-winning, high-volume residential conveyancing law firm, leading the way in delivering a trusted, values-based service that reduces the stress of moving home. Our Conveyancing Support Department plays a vital role in ensuring a smooth and efficient process for our clients. Within this department, multiple teams handle essential services such as outbound calls, inbound customer service, legal administration, postal functions, and .

As Manager
, you will lead a team of approximately 10 colleagues responsible for processing client identity checks for estate agents. This is a high-volume, time-sensitive function
, where meeting tight deadlines and maintaining accuracy is essential. Reporting to the Head of Operational Support, you will:

• Manage team performance against KPIs and SLAs in a fast-moving environment
  .
• Ensure s are completed quickly, accurately, and in line with company policy.
• Make risk-based decisions when reviewing files holistically.
• Act as a subject matter expert for  and compliance.
• Provide exceptional service to internal and external stakeholders, including estate agents who expect rapid turnaround times.
• Coach, mentor, and develop your team to deliver consistent quality and customer service.
• Analyse data and present insights to improve
  -off rates and stakeholder experience.

This is a pivotal role requiring initiative, commercial acumen, and the ability to multi-task under pressure
.

• Lead, motivate, and develop your team through regular 1:1s, coaching, and performance reviews.
• Manage absence, ER issues, onboarding, and training plans.
• Monitor workloads and allocate resources effectively to meet demanding deadlines.
• Track and report on KPIs, SLAs, and quality metrics.
• Drive continuous improvement and process efficiency.
• Represent the department internally and externally as an SME.
• Maintain compliance and manage operational risk.

• Proven ability to manage a team of around 10 people in a fast-paced, high-volume service setting
  .
• Ideally, experience working with estate agents and understanding their expectations for speed and accuracy.
• Strong leadership, coaching, and stakeholder management skills.
• Excellent communication and problem-solving abilities.
• Ability to interpret data and present actionable insights.
• Proficiency in MS Word and Excel.
• Customer-focused, adaptable, and calm under pressure.

• Competitive Salary
• 25 Days Holiday (plus 8 public holidays)
• Pension Scheme & Life Assurance
• Option to Buy/Sell Additional Holiday
• Enhanced Maternity, Paternity & Adoption Pay
• Employee Assistance Programme
• Free Conveyancing Services
• Retail Discounts & More

We are the UK’s leading conveyancing and property services group, based in a modern, vibrant office with free parking and excellent transport links across Cambridgeshire. You’ll enjoy a competitive salary, uncapped commission opportunities, and an inclusive environment that embraces diversity. This is your chance to play a key role in shaping a service model that sets the standard for the industry.

Ready to lead a team that makes a real difference in a fast-paced environment? Apply today and help us deliver excellence in conveyancing support.