Senior Call Centre Manager

Location: Flexible Location; regular weekly travel to the Southport/Liverpool office is required.

Working pattern: Initial period in the office for training, followed by hybrid working 2 days a week in the office.

Fletchers Solicitors Ltd have a fantastic opportunity to join our Onboarding and Client Services Team.

We are seeking an experienced and forward-thinking leader to run our Onboarding and Call Centre operation, with a focus on both PI and CN customer journeys. This role is pivotal in ensuring we deliver exceptional client experiences while driving efficiency, innovation, and operational excellence. The successful candidate will shape strategy, lead transformation, and foster a culture of high performance and customer-centricity.

In return Fletchers can offer:

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some Dental, optical and other medical expenses
• Enhanced company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards

MAIN RESPONSIBILITIES:

• Operational Leadership – Lead both PI and CN Onboarding functions, working collaboratively with cross-functional teams to achieve agreed KPIs and service outcomes.
• Performance Excellence – Ensure consistent delivery of KPIs including service levels, first-call resolution, customer satisfaction, and team productivity.
• Transformation & Innovation – Drive strategic change initiatives such as process redesign, technology adoption, and cultural programmes to modernise and optimise the operation.
• People Leadership – Foster a high-performance, customer-first culture, ensuring employee engagement, development, and wellbeing remain at the forefront. Lead, coach, and mentor the Onboarding Manager to deliver strong team performance.
• Financial Accountability – Oversee budget management, forecasting, and P&L accountability, ensuring cost-effective delivery of service without compromising on quality.
• Executive Support – Provide support to the Managing Director of MLS in overseeing team management and act as a trusted partner to senior leaders across the business.
• Stakeholder Collaboration – Work with senior stakeholders to align Onboarding and Contact Centre operations with wider business strategy and objectives.
• Continuous Improvement – Champion operational excellence by identifying opportunities to streamline processes, enhance the customer journey, and improve efficiency.
• Governance & Compliance – Ensure the department operates in full compliance with GDPR, regulatory standards, and company policies, upholding Fletchers’ values in all activities.

ESSENTIAL QUALIFICATIONS, SKILLS AND EXPERIENCE:

• Proven track record in leading large-scale contact centre or onboarding operations within a customer-focused environment.
• Strong knowledge of KPIs, workforce management, and operational performance improvement.
• Experience delivering transformation programmes, including new technology and process change.
• Exceptional leadership skills, with the ability to inspire, coach, and develop teams.
• Strong commercial acumen, with experience managing budgets and delivering P&L accountability.
• Excellent stakeholder management and influencing skills at senior level.
• Knowledge of compliance, GDPR, and regulatory requirements within a customer service environment.
• Call Centre experience or customer facing experience.
• A willingness to learn and develop.
• Excellent verbal, written communication, and telephone skills.
• Exceptional attention to detail
• Team player
• Microsoft Office

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Solicitors:

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.

More information about us can be found on our website. https://www.fletcherssolicitors.co.uk/about-us

Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Legal and Management

Industries

• Legal Services and Medical Practices

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