Job Description

ID Team Manager - Conveyancing Support Department
Location: Enderby, Leicestter | 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-volume environment where accuracy and customer service are key? 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 oversee the day-to-day operations of a team of approximately 10 colleagues responsible for processing client identity checks for estate agents. Reporting to the Head of Operational Support, you will:

• Manage team performance against KPIs and SLAs.
• Ensure ID checks are completed 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.
• 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 against a backdrop of changing priorities.
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.
• 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 in a high-volume service setting.
• 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
???i 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? Apply today and help us deliver excellence in conveyancing support.

Skills Required