Client Intake Manager

Position Overview Mostyn Law Firm is seeking a Client Intake Manager to lead, develop, and drive performance within our intake department. This is not a passive administrative role. This position is responsible for owning intake performance, improving conversion, coaching staff, and ensuring every potential client interaction is handled with urgency, structure, and professionalism. Our intake team is the front line of the firm and plays a critical role in case acquisition, client experience, and overall firm growth. Applicants must provide specific metrics and examples in their responses to pre-screen questions. Vague or incomplete answers will not be considered. What You Will Own Lead and manage a team of Intake Specialists handling high call volume Drive conversion performance from initial call to signed client Coach, train, and develop staff through real-time feedback and call reviews Establish and enforce intake standards , scripts, and workflows Ensure speed-to-contact and follow-up execution across all leads Monitor and report on key metrics , including: Call volume Conversion rates Retained cases Follow-up completion Partner with Marketing and Pre-Lit teams to ensure lead quality and proper case qualification Identify breakdowns in process and implement solutions quickly Create accountability and consistency within the intake team What Success Looks Like Increased signed client rate and reduced missed opportunities Consistent, structured call handling across the team Strong follow-up discipline and reduced lead drop-off Intake team that is coachable, accountable, and performance-driven Clear visibility into intake metrics and performance trends Who You Are You have experience leading teams in high-volume call environments (call center, intake, client services, etc.) You are performance-driven and comfortable being accountable to numbers You know how to coach people, not just manage them You are organized, decisive, and solution-oriented You move with urgency and expect the same from your team You can balance client empathy with operational efficiency You are comfortable working in a fast-paced, high-growth environment Preferred Experience 3+ years in team leadership or supervisory role Background in call center, intake, or client-facing operations Experience working with KPIs, reporting, and performance tracking Legal intake or personal injury experience is a plus, but not required

Job Type:

Full-time Pay:

$30.00 - $38.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Application Question(s): How many intake specialists have you directly managed at one time? What was the team size and structure? What was your team's average lead-to-signed conversion rate? How quickly were new leads expected to be contacted in your prior role? Walk me through your exact intake process from new lead to signed client. What daily and weekly metrics did you track to manage intake performance? How do you coach an intake specialist who is friendly but not closing? Be specific. Describe a time you had to address underperformance on your team. What actions did you take? A new lead has not been contacted in 2 hours. What do you do? Your team's conversion rate drops significantly in one week. What are your first 3 steps within 24 hours? Why should we trust you to run a high-performance intake team? Be specific and include measurable results.

Work Location:

In person