Client Intake Manager

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Location: Poole/Hybrid - 1 day per week on-site

ABOUT WOODSTOCK LEGAL SERVICES:

Woodstock Legal Services isn’t your typical law firm. We’re breaking the mold – ditching the jargon, delivering expert advice, and doing things differently in the legal world. We've gathered our wisdom from years of legal experience and paired it with a willingness to break the mold.

At Woodstock, you’ll be part of a people-first culture where ideas are welcomed, collaboration is second nature, and your contribution really matters. We invest in our internal teams because we know they’re the engine that keeps everything running and we’re proud of the culture we’ve built together.

WOODSTOCK LEGAL SERVICES & LAWHIVE PARTNERSHIP

The Woodstock vision was to create a law firm that felt different, one where lawyers had true freedom and flexibility within a community of grade A lawyers and the best operational and regulatory support on offer - all while ensuring our clients remain our constant focus.

Since 2014, Woodstock has grown into a thriving community of lawyers, built on the principle that legal practice can be both professional and personal. We set out to create a place where lawyers have the freedom to shape fulfilling careers, and where clients benefit from clear, expert advice delivered with genuine care.

That vision remains at the heart of everything we do. By joining the Lawhive Group, we are strengthening this vision - combining the trusted relationships and values that define Woodstock, with innovative tools that ease the pressures of legal work. This means our lawyers can dedicate more time to what matters most: guiding and supporting our clients.

THE ROLE

The Client Intake Manager is the first point of contact for all inbound leads at Woodstock Legal Services. Sitting within Marketing and working in HubSpot, this role owns lead categorisation, allocation, and SLA performance, and acts as the operational bridge between Marketing and Lawyer Success. The role also provides first-line triage of client complaints in partnership with Compliance.

KEY RESPONSIBILITIES:

Lead Management

• Review all inbound leads in HubSpot and categorise/allocate appropriately (HubSpot Enterprise handles automated lead scoring; this role manages allocation and next steps from there)

• Act as first point of contact, ensuring every lead is acknowledged within an agreed SLA

• Build relationships with lawyers across all areas of practice and liaise directly to determine allocation success

• Set, monitor, and report on an achievable SLA for initial response, escalating where performance slips

HubSpot and Reporting

• Build and maintain dashboards showing response times, lead source conversion rates, and pipeline stalling points

• Report monthly to Marketing on lead quality, allocation, and conversion rates by source, campaign, capacity, and practice area

• Own accuracy and hygiene of lead data within HubSpot

• Support the scope of building CRM functionality within the Lawhive Platform

Working with Lawyer Success

• Work within HubSpot with Lawyer Success to understand lawyer capacity, so allocation reflects real availability rather than a fixed rota

• Own and maintain a formal, documented handover process for moving leads from Marketing into Lawyer Success, ensuring context, urgency, and next steps are clear and nothing sits unactioned between "allocated" and "actioned"

Complaints and Compliance

• Act as first point of contact for client complaints, logging and categorising them in line with an agreed process

• Escalate to Compliance following a jointly scoped process (to be defined with Compliance and other relevant departments ahead of the role starting)

• Not responsible for resolving complaints or making regulatory judgements: intake and escalation only

Skills and Experience

• Experience in a customer service, client operations, or lead management role, ideally client-facing

• Strong working knowledge of HubSpot (or a comparable CRM), including dashboard/reporting build

• Comfortable working across departments with different priorities and cadences (Marketing, Lawyer Success, Compliance)

• Process-minded: able to design and document a workflow, not just follow one

• Clear, calm communicator, particularly under time pressure (SLA-driven environment)

INTERVIEW PROCESS

• Introductory call with our Talent team

• 1:1 Skills Interview with your hiring manager

• Values interview with our Leadership

• We offer!

UK Benefits

✈️ 33 days’ annual leave (25 + bank holidays) plus your birthday off

🎄 Extended Christmas holiday

💰 Pension contribution

☮️ Give back - support a good cause with a charity day each year