Location: Chaddesden, Derby, DE21 6BF
Salary: 40K – 50K per annum
Working Hours: Monday – Friday, 11am – 7pm, 37.5 hours per week
Overview of the Role
Right Legal Group is a well-established law firm, regulated by the SRA, that specialises in Wills, Probate, and Estate Planning. We have built a network across the country which works 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 financial assets.
As a Probate Team Manager, you will be responsible for the overall performance of an assigned team within the Probate department, including the delivery of the RightProbate service in line with our company values and core purpose. You will lead and supervise a team of up to 8 Probate Legal Advisors at various experience levels, driving the delivery of the team’s targets and KPIs by motivating, monitoring, and providing coaching and training where needed. As a qualified solicitor or Chartered Legal Executive, you will provide the technical supervision the team requires to ensure all matters move at the required pace through the probate journey. You will also work collaboratively with the other Probate Team Managers and the Admin Team Manager to ensure the overall success of the department and that administrators deliver the support needed to provide an exceptional service to clients and achieve departmental targets.
Key Responsibilities – What you have to do.
Leadership & Team Management
- Lead, motivate and manage a team of up to 8 Probate Legal Advisors at various experience levels, driving delivery of the team’s targets and KPIs.
- Motivate and inspire the team to achieve both individual and business targets, leading by example in your own adherence to business standards.
- Identify training needs within your team and work closely with the individuals and the training academy/technical specialists to develop their skills and knowledge.
- Prepare and deliver team meetings and conduct quarterly performance development reviews (PDRs) with each member of the team.
- Observe all advisors within your team at least once per quarter, providing constructive feedback and holding them accountable for delivery.
- Work collaboratively with the other Probate Team Managers and the Admin Team Manager to ensure the overall success of the department.
- Support the recruitment, selection and onboarding of new Legal Advisors, ensuring candidates align with the firm’s values and service standards.
Legal & Compliance
- As a qualified solicitor or Chartered Legal Executive, provide technical supervision to your team, ensuring all advice given is within remit and of a consistently high standard.
- Handle your own small caseload of Probate files to ensure knowledge and experience is kept up to date (approximately 10 files).
- Ensure all members of your team adhere to SRA regulations and internal compliance standards.
- Ensure the team achieve all business standards and address non-compliance with our processes, standards and culture.
- Monitor case quality, utilising the case management system effectively to optimise the progression and timely resolution of matters.
- Keep up to date with changes in legislation and market conditions to ensure your team’s advice remains current and relevant.
- Ensure risks and issues are documented and mitigated against in so far as possible.
Client Experience
- Ensure all members of your team are delivering an exceptional, tailored, and compassionate service to clients at all times.
- Ensure clients receive the RightProbate process efficiently and effectively, maintaining high service standards.
- Work closely with the customer support team to manage appointment availability in line with advisor workload capacity.
- Support the resolution of client complaints in line with the complaints policy, escalating to the Senior Compliance Solicitor where necessary.
- Encourage client feedback through review sites to enhance the firm’s transparency and reputation.
Performance
- Drive both individual and business targets whilst motivating others within the team to do the same.
- Carefully monitor your team’s work-in-progress, and billing and banking performance.
- Manage the team’s capacity levels, ensuring that they are progressing files at pace and advising within their remit, by conducting weekly matter management meetings.
- Ensure all members of your team are achieving their core KPIs and, where these are not being met, work closely with the individuals and the training academy/technical specialists to improve performance.
- Ensure reporting is accurate and up to date, so business reports are prepared on time and provide the most accurate data to senior leaders of the business.
Key Success Outcomes – What good performance looks like.
People
- High employee engagement scores and positive team morale.
- Strong retention of Legal Advisors and low voluntary turnover.
- Effective recruitment and onboarding of new team members.
- Clear evidence of coaching and development leading to improved performance.
Legal & Governance
- High-quality legal work with minimal errors or rework, delivered within remit.
- Timely completion of matters in line with service expectations.
- Strong compliance with SRA regulations and internal standards.
- Effective use of the case management system to support matter progression.
Client Experience
- High client satisfaction ratings across feedback channels and review sites.
- Efficient resolution of complaints within the expected timeframe, ensuring compliance with the complaints policy.
- Clear evidence of service improvements based on client feedback and performance analysis.
Performance
- Achievement of team targets and core KPIs.
- Effective management of work-in-progress, billing and banking.
- Clear and actionable performance reporting shared with leadership
Key Competencies & Experience
- Qualified Solicitor (admitted with a current practising certificate) or Chartered Legal Executive (FCILEx) – this is a mandatory requirement for the role, given the nature of work is a reserved legal activity and firm’s supervision structure and the need to provide technical supervision to a team of legal advisors.
- Comprehensive legal expertise in the area of Wills and Probate, with the ability to supervise and technically support a team.
- Proven ability to coach and mentor others, developing the team to achieve their full potential whilst providing constructive feedback and holding them accountable for delivery.
- Passion – a belief and alignment with our mission and core values with a desire to deliver the ‘WOW factor’ to both clients and colleagues.
- Commitment and dedication – determined and driven to achieve all business deadlines and targets whilst driving the performance of the department through a stage of growth.
- Energy and drive – high energy and a positive attitude to motivate and inspire the team.
- Issue-based problem solving – an ability to identify the root cause of an issue and find innovative solutions using evidence-based analysis and decision-making.
- Lead by example – be strict in your own personal adherence to our business standards.
