Team Manager - Customer Service

Simplify; Enderby; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading conveyancing and property services group in Enderby is looking for an experienced ID Team Manager to lead a team in processing client identity checks for estate agents. The ideal candidate will have strong leadership skills and a background in customer service within a fast-paced environment. This role offers competitive pay, 25 days of holiday, a pension scheme, and other great benefits, making it an excellent opportunity for those looking to make a significant impact in conveyancing support.

Benefits

Competitive Salary

25 Days Holiday

Pension Scheme & Life Assurance

Employee Assistance Programme

Free Conveyancing Services

Retail Discounts

Qualifications

• Proven ability to manage a team of around 10 people in a fast-paced setting.
• Experience working with estate agents and understanding their expectations.
• Strong leadership and coaching skills.

Responsibilities

• Lead, motivate, and develop your team through regular coaching.
• Manage absence, ER issues, onboarding, and training.
• Track and report on KPIs, SLAs, and quality metrics.

Skills

Team management

Leadership

Stakeholder management

Problem-solving

Data interpretation

Customer service orientation

Adaptability

Tools

MS Word

Excel

Job description

ID 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.

About Us

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 ID verification.

The Role

As ID Team 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 ID checks 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 ID processes 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 ID sign-off rates and stakeholder experience.

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

Key Responsibilities

• 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.

What We’re Looking For

• 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.

What We Offer

• 💷 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!

Why Join Us?

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.