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Senior Team Leader

Bristol
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Job ID 1072581 Job Category Legal Hours per Week 37.5 Closing Date 21-10-2026 Salary £33,440 - £49,200
Please note this is an OD vacancy and only impacted colleagues who are at risk or placed in a pool will be considered for this role. If you are at risk or in a pool, you will be asked to confirm this in the application process.  
Applications from candidates who are not at risk or in a pool will be declined at this stage. The role may be re-advertised in future as a standard vacancy open to all internal candidates. 
Role title:  Senior Team Leader - Estate Planning
Function: Estate Planning Advisory
Number of reports: 15
Work level: WL6a
Role Summary

In this role, you will lead the day-to-day operation of the Estate Planning Advisory function, driving colleague performance, customer outcomes, regulatory compliance and commercial results through effective leadership, coaching and operational management.
The role is responsible for creating a high-performing culture that delivers strong booking volumes, quality customer interactions and consistent operating standards, whilst developing colleague capability and supporting future growth.

Working closely with Consultancy, Operations, Marketing and Legal Services teams, the role ensures effective end-to-end customer journeys, continuous improvement of advisory performance and delivery of business objectives, reducing the requirement for Head of Sales involvement in first-line operational management.

Key Responsibilities

• Lead the day-to-day performance of the Advisory function, ensuring delivery of commercial, customer and quality objectives.

• Manage and develop the Team Leader, Senior Advisors and wider Advisory team, creating a culture of accountability and continuous improvement.

• Drive booking volumes, conversion performance and colleague effectiveness through coaching, performance management and quality assurance.

• Lead recruitment, workforce planning and colleague development activities and use performance data and customer insight to identify opportunities for operational improvement.

• Support the partnership team with MI and reporting, data insights and new partner set up

• Work collaboratively with stakeholders across Estate Planning functions to improve customer and business outcomes.

• Act as the senior operational escalation point for complex colleague, customer and service issues.

• Drive colleague engagement by fostering a culture of accountability, recognition and continuous improvement, enabling colleagues to deliver excellent customer and commercial outcome

Knowledge, Skills, Experience

•  Proven experience of leading contact centre teams. 

• Experience developing leaders and building high-performing teams. 

• Experience leading recruitment, workforce planning and colleague development activities. 

• Experience with second line management

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