Client Inception Team Leader

Client Inception Team Leader

South Shields | Up to £30,000 | Full-time, Permanent

We’re looking for an organised and people-focused Client Inception Team Leader to join the growing team at Sort Legal.

This is an exciting opportunity for someone with experience in client onboarding, compliance, or team supervision to play a key role in leading our Client Inception function. You’ll be responsible for overseeing a small team, ensuring productivity and service levels remain high, while delivering an exceptional onboarding experience for clients.

Working closely with the Senior Client Inception Executive and wider legal teams, you'll help ensure every new matter is opened efficiently, compliantly, and to the highest standard before being passed to our legal teams.

What you’ll be doing:

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• Managing and supervising a small Client Inception team, ensuring workloads are distributed effectively and service levels are achieved
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• Monitoring individual performance, productivity, and quality standards across the team
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• Assisting with regular one-to-ones, performance reviews, and annual development plans
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• Supporting the training, coaching, and development of team members
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• Assisting with disciplinary, grievance, and performance management matters in line with company policies
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• Acting as an escalation point for client queries and complaints during the onboarding process
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• Managing the onboarding of new clients and ensuring an exceptional customer experience
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• Conducting initial matter risk assessments, AML checks, and KYC procedures
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• Ensuring files are fully prepared and compliant before being passed to the legal team
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• Providing proactive updates to clients and third-party agents throughout the onboarding process
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• Building and maintaining strong relationships with introducers, agents, and other third parties
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• Ordering searches, identification checks, and office copies as part of the file opening process
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• Producing reports and analysing client inception data for senior management and directors
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Where you’ll be:

You’ll be based at our South Shields office, working as part of a collaborative and supportive team within one of the North East's fastest-growing legal services businesses.

The Client Inception Team plays a vital role in ensuring clients receive a smooth, professional, and compliant start to their legal journey, making this a key position within the business.

What we’re looking for:

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• GCSEs (or equivalent) in English and Maths, Grade 4/C or above
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• Previous experience within a client onboarding, compliance, conveyancing support, customer service, or team leadership role
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• Excellent communication and customer service skills
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• Strong organisational skills with the ability to manage high volumes of work efficiently
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• Ability to prioritise workloads and meet strict deadlines
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• High attention to detail and the ability to identify potential issues early in the transaction process
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• Strong interpersonal and relationship-building skills
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• Good keyboard and IT skills, including Microsoft Office applications
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• Ability to work independently and collaboratively within a team environment
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