Client Experience Manager

Our Client Experience Manager will lead our Client Experience Teams, who are responsible for contacting our clients to ensure that their existing Will and other legal documents are reflective of their current financial, social, and emotional circumstances.

The teams play a business-critical role in keeping families together, through ensuring that our legal teams across the country are maximising their time with clients and protecting their legacies.

Location: DE21, Wyvern Business Park, Derby

Contract Type: Full-time | Permanent

Salary & Benefits: £30,000-35,000 per annum basic salary (depending on experience) + up to £10,000 per annum in monthly performance-related earnings

Who are Right Legal Group?

We are a well-established Law firm, regulated by the SRA who specialise in Wills, Probate and Estate Planning. We have built a network across the country which work together on a mission to change the way people think about making a Will and preserve not only our clients’ financial assets but their emotional assets too, for future generations. We are here to protect memories, not just money.

To learn more about us click here.

Help us to deliver on our mission! Here's what's in it for you...

- Career progression on opportunities – We pride ourselves on home-grown talent!

- Annual career planning platforms – We want to hear all about you and your goals for the year and help you to facilitate your personal and professional ambitions

- A company culture that embodies empowerment and ownership. We don’t do hierarchy!

- Company ‘get togethers’ – There’s always something fun happening over here…

- Rewards & Recognition programmes – You want to be recognised for you efforts don’t you? We love celebrating success.

- Westfield Health benefits – We want to make sure you have access to look after your physical and mental health and have 24/7 access to those ‘healthy extra’s’.

If this sounds like somewhere you can see yourself working, then read on to find out about the role.

Main duties & Responsibilities

- Ensuring the smooth operation of our Client Experience Teams via line managing our Team Leaders, each of whom leads between 7 and 12 team members

- Driving performance to ensure that the teams hit their daily targets

- Leading the recruitment of team members, to enable the Client Experience Teams to book sufficient client appointments to maximise Legal Advisor diary time

- Resource and workflow planning; building daily, weekly, monthly, and quarterly plans

- Ensuring that appointment booking is of the highest quality, maximising the number of booked appointments that successfully take place

- Measuring the teams’ Quality Assurance scores and feedback, completing own spot checks on call quality, and continuously reviewing the QA process to ensure that it reflects current requirements

- Producing daily, weekly, monthly, and quarterly reports on team performance, with action plans to meet and exceed KPIs

- Reviewing the appointment booking processes, and working with our Operations department to improve the efficiency of the appointment booking process

- Developing our Team Leaders, helping them achieve their KPIs and aspirational goals

Salary

£30,000-35,000 per annum basic salary (depending on experience) + up to £10,000 per annum in monthly performance-related earnings

Location of the role

Next steps....

If you think you’re ready for a challenge and Right Legal Group feels like the right place for you, we’d love to hear from you.

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