The Head of Intake is responsible for leading the intake function while remaining actively involved in handling prospective client calls. This role owns intake quality, team training, escalations, scripts, follow-up standards, and performance tracking.
The primary objective is to ensure that every qualified lead receives prompt, professional, and consistent attention while improving overall conversion and client experience.
Key Responsibilities
Intake Calls
- Handle inbound and outbound prospective client calls.
- Conduct detailed intake interviews and gather all necessary case information.
- Qualify potential matters based on established criteria.
- Follow up with prospective clients who have not yet retained the firm.
- Assist with high-value, complex, sensitive, or difficult calls.
- Step in when additional call coverage is needed.
- Ensure urgent matters are promptly escalated.
Team Leadership and Training
- Train and onboard Intake Specialists.
- Provide ongoing coaching and performance feedback.
- Conduct call reviews and quality assurance.
- Facilitate role-playing and call simulations.
- Identify areas where team members need additional development.
- Maintain and improve intake training materials and procedures.
- Ensure the team follows consistent intake and follow-up standards.