Job Title
Expert Liaison and Enquiries Lead
Reports To
Operations Manager
Location
Maggie Sargent and Associates
Role overview
We are seeking a highly organised and proactive individual to oversee the client liaison and enquiries processes within our expert witness company. The successful candidate will ensure the firm supports both customers and associates, enabling the firm to operate smoothly, comply with regulatory requirements, and deliver exceptional service. This role will deputise for the operations manager as required and will assist with the supervision of the office team.
The successful candidate will be responsible for delivering a consistently high standard of service within the enquiries and instructions aspect of the company, ensuring high quality, professionalism, and customer satisfaction while maintaining and enhancing the company’s reputation within the industry and supporting future growth.
DUTIES AND KEY RESPONSIBILTIES
1. Operations and Process responsibilities
- Oversee the firm’s Enquiry and Instruction processes, to ensure both productivity and excellent levels of customer service.
- To assist the operations manager to deliver business process improvement and workflow optimisation across relevant administrative areas.
- To Assist with the development of key operational processes, identify inefficiencies and promote effective and streamlined working practices.
- To implement systems, and support the IT Manager with technology developments, to improve efficiency and visibility across the business
- To assist the operations manager in the supervision of the office staff, providing leadership, coaching and performance management.
- Provide the senior leadership team with management reports as required to support strategic planning, business growth and improved operational resilience
- To assist the operations manager in implementing operational improvement projects, including workflow optimisation and process automation.
- Monitor key performance indicators, striving to achieve set targets
- Promote a positive, collaborative and effective workplace culture.
2. Knowledge, training and experience
· Proven experience in leadership, preferably within a legal or professional services environment background
· Good people management skills.
· Excellent written and verbal communication skills and the ability to proactively engage with customers.
· Excellent organisational and project management abilities.
· Knowledge of compliance, risk management and data protection requirements.
· Strong problem solving and decision-making skills.
· Experience in using a wide range of IT systems including Microsoft Word/Excel to a high standard
People and Team Supervision
- Supervise and support members of the office team as required.
- Assist with service provision including workforce and capacity planning as required.
- Foster a culture allowing people to feel confident raising concerns, sharing ideas and challenging how we work, without fear of getting it wrong
Associate and Solicitor Relationships
- Ensure the enquiry function delivers a responsive, knowledgeable service to instructing solicitors and agencies that reflects MSA's reputation
- Oversee the systems and processes ensuring all enquiries are managed efficiently and in a timely manner.
- Ensure that all instructions are processed appropriately in line with company processes to a high standard.
- Work collaboratively with the Heads of Therapy Services and Liability Services to strengthen Associate support and training.
- Monitor Associate engagement, utilisation and compliance, and assist the operations manager to proactively manage any arising issues.
- Utilise feedback from customers and associates to drive improvements within the service.
Quality Assurance and Compliance
- Ensure personal, team and overall business compliance, supported by external HR where required.
- Maintain and develop company policies and procedures
- Monitor and audit activity within the enquiries and instructions department against company processes to ensure high standards are maintained.
Strategic Projects
- Support the operations manager to deliver strategic projects as required.
HEALTH, SAFETY & RISK MANAGEMENT
You must at all times comply with the Company Health & Safety Policies, in particular by following agreed safe working procedures and reporting incidents using the company’s risk incident reporting system.
You are required to inform the company directors of any safety issues that could affect you or others in the work place. You are responsible for your own Health & Safety and must co-operate with the management at all times in achieving safer work processes and work places, particularly were it can impact on others.
You will be expected to carry out risk assessments, identify hazards in your work place, and evaluate the level of risk associated with identified hazards and implement adequate controls to eliminate or reduce the level of risk.
You are required to review all risk assessments periodically and particularly when staffing and/or equipment changes. Monitoring the effectiveness of any control measures implemented
You are to ensure suitable and sufficient equipment is provided to sustain the Health & Safety of staff, and visitors to areas within your remit
TRAINING AND PERSONAL DEVELOPMENT
You must take personal responsibility in agreement with the company directors for your own development by ensuring that continuous professional development remains a priority. You will undertake all mandatory training required for the role and participate in supervision/appraisal as necessary.
INFORMATION GOVERNANCE AND DATA QUALITY
CONFIDENTIALITY
You have a duty to protect the confidentiality of personal information you hold.
DATA QUALITY
This role involves collecting and / or inputting data into the Company information systems, you must follow Company policies and procedures to ensure the accuracy and completeness of this information.
EQUAL OPPORTUNITIES
We are committed to creating an inclusive workplace and welcome applications from all qualified candidates regardless of age, disability, gender, race, religion or belief, sexual orientation, or any other protected characteristic.
Pay: £40,000.00-£43,000.00 per year
Benefits:
Work Location: In person
