Client Engagement & Onboarding Manager (Legal)
Location: Colchester, Essex
Reporting to: Head of Legal
Working with: Head of Client Partnerships, COO
This is not a typical client management role. At MPL, Legal is scaling fast. More clients, more complexity, higher expectations. We don’t need someone to “manage relationships.” We need someone who owns them.
This role sits at the point where client expectation meets operational reality and makes sure the two align.
The Role
You will take full ownership of how clients experience MPL Legal.
From onboarding through to ongoing delivery, you are the person who ensures clients feel in
control, informed, and confident not chasing, questioning, or second-guessing.
You will:
- Lead onboarding of new clients, turning complex requirements into clear, executable
delivery
- Act as the central point of ownership across Legal, Claims, and Operations
- Build relationships that are based on trust, not dependency
- Own SLA/KPI conversations setting expectations properly, not retrospectively managing
issues
- Identify risks early and deal with them before they become problems
- Control change no ad hoc solutions that break scalability
What This Role Really Requires
This is a high-accountability role. It will suit someone who is:
- Commercially aware: You understand the impact of decisions on both client
and business outcomes
- Operationally credible: You know how Legal and Claims work, not just
how they’re described
- Confident with clients: You can challenge, reset expectations, and lead
conversations when needed
- Structured in your thinking: You bring order to complexity and make things repeatable
- Proactive by default you don’t wait to be asked or told
Experience We Expect
- Strong background in client-facing or account management roles within claims, legal, or
insurance environments
- Good working knowledge of credit hire, personal injury, or litigation processes
- Proven ability to manage stakeholders across multiple functions
- Experience handling onboarding, implementation, or service delivery in a structured
environment
What Success Looks Like
- Clients describe MPL as easy to work with, structured, and in
control
- Onboarding is consistent, repeatable, and professionally
executed every time
- Internal teams are aligned, clear, and set up to deliver
- Growth in Legal services happens without disruption, inconsistency, or rework
Why MPL
We are not building a traditional claims business.
We combine Legal, Claims, and Technology to deliver outcomes differently and better.
That only works if the client experience is as strong as the delivery behind it
