Client Care Manager
Salary - DOE
Location- Southport/Liverpool/Hybrid
Working Pattern - 35 hours a week, Monday to Friday 9:00am to 5:00pm
Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Client Care Team.
As Client Care manager you are responsible for ensuring that our clients are given the best possible service during their claim journey. You will act as the independent voice of the client, ensuring that their needs are kept at the forefront of what we do and acting on their behalf where that appears not to be the case.
You are responsible for ensuring that the client team delivers outstanding client service to all Clinical Negligence clients prior to their case being reviewed by a lawyer by supporting the MLS business model.
In return Fletchers can offer:
- 35 hours working week
- Bonus scheme (subject to targets being met)
- 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
- Pension scheme with tax-efficient salary sacrifice option
- Life Assurance Policy
- Medicash policy to cover some dental, optical and other medical expenses
- Company sick pay
- Enhanced Maternity, Paternity and IVF schemes
- Flexible, agile working environment with a positive work-life balance
- Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
- Monthly voucher awards for winning nominees
Main Responsibilities:
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Overall responsibility and accountability for monitoring client care across Fletchers & MLS to ensure a consistent, high level of delivery in line with KPIs and SLAs.
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Delivery of high-level business performance targets.
- Lead the team to ensure all online and internal client care scores remain at or above KPIs at all times, and take positive action to address when scores fall behind
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Always being the independent voice whilst ensuring that communication is constant between the client care team and other teams and that the client is regularly updated of case progression and developments in line with SLAs.
- Developing Team Leaders and team by identifying areas for development and providing support, guidance, and training.
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Identify areas for improvement within Client Care Team and MLS.
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Lead the team to deliver on performance targets to assist in MLS case progression.
- Be an active member of the MLS management team, providing support and being a positive advocate of MLS both within Fletchers group and with external customers.
Essential Skills and Experience:
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Understanding of and being able to deliver of excellent customer service.
- Leadership experience
- Excellent attention to detail
- Strong analytical and problem solving skills.
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Strong understanding on how to grow department productivity.
- Excellent communication skills and telephone manner
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Excellent teamwork and collaboration; able to work proactively as part of a team.
- Excellent interpersonal skills, with the ability to form positive working relations with a variety of team members.
- Ability to maintain confidentiality and work on sensitive topics whilst maintaining impeccable professional standards.
Ability to be agile in response to changing priorities and deadlines.
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Desirable Skills and Experience:
- Ability to use Microsoft packages and proclaim
We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.
About Fletchers Solicitors:
Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries.
Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. Were committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. Were proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.
