Client Contact Team Leader

Why join Lawfront and Nelsons:

Nelsons is one of the largest and fastest growing law firms in the East Midlands with experts in Leicester, Derby and Nottingham. 

In 2023, Nelsons became part of Lawfront, a national group of leading regional law firms dedicated to delivering comprehensive legal support to individuals and businesses nationwide.

Committed to strategic growth, Lawfront is aiming to build a group in the top 10 of UK regional law firms. As part of this group, you will be able to benefit from working locally for a well-respected leading law firm whilst accessing the scale, investment resources, expertise and professional development opportunities of a national organisation.  

We look to empower our clients, give them a voice, fight for them, help them seek justice and steer them through complex legal issues they face. The desire to push ourselves forwards to better serve our clients has been a constant throughout our evolution.

With a defined vision and plan for growth, we have created a culture of working together to achieve and are looking to recruit people with ambition, drive and a can-do attitude to be part of our journey.

The successful candidate can expect a competitive package and benefits that you’d expect from a leading regional law firm which is part of a group of national scale.

To provide frontline support in handling client enquiries and administrative tasks, ensuring a smooth and professional client experience. This role also involves managing the qualification and coordination of new business opportunities, mentoring junior team members, and contributing to continuous process improvement.

The role:

Our dedicated Client Contact Centre is currently looking to recruit a Client Contact Team Leader to be based in our Nottingham office.  The individual needs to be highly motivated with a background in Client Services, someone who has a desire and passion for customer service and who is ready to take on more responsibility, contribute to team leadership and play a key role in driving new business growth and client satisfaction. The role will require you to combine hands-on Client engagement, handling enquiries and calls, with team leadership responsibilities.  The role is key to ensuring a high-quality client experience, improving conversion rates and supporting the development and performance of the wider team.

This is an exciting opportunity for someone to apply their skills and knowledge in a demanding yet supportive team environment. The successful candidate will be responsible for the following:

Key Responsibilities:

Team Leadership:

• Provide day-to-day leadership and support to the new business team.
• Act as the first point of contact for team queries and escalations.
• Monitor team performance, provide coaching and feedback, and support individual development.
• Conduct regular 1:1s, contribute to performance reviews, and assist with onboarding and training of new team members.
• Foster a positive, collaborative, and client-focused team culture.

Client Engagement & Enquiry Handling:

• Handle incoming client enquiries via phone, email, and web forms.
• Qualify leads, provide information about services, and schedule appointments with legal teams.
• Ensure a professional, empathetic, and efficient client experience at every touchpoint.
• Maintain accurate records in the CRM system and ensure timely follow-up.

Operational Oversight:

• Support the Head of Client Contact in implementing and refining enquiry handling processes.
• Monitor KPIs and service levels, identifying areas for improvement.
• Ensure compliance with internal procedures and regulatory standards.
• Assist in preparing reports and insights on team performance and client feedback.

Collaboration & Communication:

• Liaise with legal teams to ensure smooth handovers and consistent client journeys.
• Share insights and feedback from frontline interactions to inform service improvements.
• Contribute to team meetings, training sessions, and strategic planning.

Skills & Experience Required:

• 3–5 years’ experience in a client-facing or business development role, ideally within professional services or legal environments.
• Experience in a supervisory or team lead capacity, with the ability to coach and support others.
• Strong communication and interpersonal skills, with a client-first mindset.
• Excellent organisational skills and attention to detail.
• Proficiency in Microsoft Office and CRM systems.
• Ability to balance leadership responsibilities with hands-on operational tasks.

Desirable Attributes:

• Experience in a legal or regulated environment.
• Familiarity with legal practice management systems (e.g., LEAP, Clio, or similar).
• A proactive, solutions-focused approach and a passion for delivering excellent service.

Team Support & Mentoring:

• Provide guidance and informal mentoring to junior team members, supporting their development and confidence.
• Share best practices and contribute to a collaborative, high-performing team culture.
• Serve as the primary escalation point for junior team members when handling complex client interactions.

Process Improvement & Reporting:

• Identify opportunities to streamline processes and enhance the client journey.
• Track and report on key performance metrics, client feedback, and enquiry trends.
• Contribute to team meetings and strategic discussions with insights from frontline experience.
• Supporting new marketing activities/initiatives which may impact the department.

Skills & Experience Required:

• 3 to 4 years’ experience in a client-facing, customer service, or business development role (ideally within professional services or legal environments).
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Confident communicator with excellent interpersonal and problem-solving abilities.
• Experience using CRM systems and handling data with accuracy and discretion.
• Ability to coach and support less experienced colleagues in a team setting.

Desirable Attributes:

• Experience in a legal or regulated environment.
• Familiarity with legal practice management systems (e.g., LEAP, Clio, or similar).
• A proactive, solutions-focused approach and a passion for delivering excellent service.

As part of this role, you’ll be given all the tools to succeed and can expect dedicated training, professional support and a host of benefits.

The extras:

To mention a few of the benefits on offer:

• 25 days’ annual leave plus bank holidays and holiday purchase
• Healthcare cash plan
• Travel benefits
• Pension
• Well-being programme
• Discounts on selected legal service
• Hybrid Working

With a defined vision and growth plan on track, we have created a culture of working together to achieve and are looking to recruit people who have a can-do attitude to be part of our journey and vision.