Client Care Team Leader
Location: Southport/Hybrid
Role:
The successful candidate will be passionate about client care and will lead the Client Care Team. They will ensure that our clients are continually at the heart of everything we do by being motivated and enthusiastic about providing excellent client service. They will be responsible for ensuring the best client journey through the stages of a medical negligence claim.
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 reach the maximum long service awards which are awarded 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 awardsfor winning nominees
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.
More information about us can be found on our website. https://www.fletcherssolicitors.co.uk/about-us
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.
Main Responsibilities:
- Being responsible for supporting and coaching the Client Care Team on a daily basis alongside the Client Care Manager.
- Drive team to hit KPIS
- Communicating with clients, managing, and developing relationships with clients via phone, emails & Client Portal.
- Assisting the Client Care Manager with reporting on a weekly basis or as requested.
- Being always the independent voice whilst ensuring that communication is constant between the client team and other teams and that the client is regularly updated of case progression and developments
- Thorough reviewing of files, to ensure that excellent client service is being provided & cases are progressing correctly & efficiently.
- Liaising with external companies professionally to ensure all files are progressing.
- Engaging with immediate and wider teams to share client service advice/assistance
- Proactively responding and resolving client service enquiries from team members and clients
- Identifying and solving problems.
- Being responsible for the Legal enquiries email folder and ensuring it is managed at all times
- Responsibility for the Client Team task list
- Problem solving
- Completing all HR tasks
- Performing monthly 1-1s
- Identifying performance issues and completing PDPs.
- Completing monthly audits per file handler
- Helping provide training with the Manager of the Client Care Team as and when required
- Any other duties that assist the Manager of the Client Care Team as and when required.
ESSENTIAL QUALIFICATIONS, SKILLS AND EXPERIENCE:
- Supervisory experience
- Excellent client service skills
- Good organisation skills
- Customer service experience
- Ability to work as part of a team
- Excellent attention to detail
- Excellent communication skills and telephone manner
DESIRABLE QUALIFICATIONS, 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.
