Housing Conditions Manager (Solicitor)

MLA; Liverpool; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading agency in legal services is seeking a Line Manager for the Housing Conditions Reporting Team in Liverpool. The role involves providing leadership, managing a team, and ensuring high-quality service delivery. Ideal candidates will have at least 2 years PQE in HDR and experience in a high-volume customer service environment.

Benefits

Company Pension

Christmas bonus

Regular office events

Qualifications

• At least 2 years PQE in HDR.
• Experience managing a full caseload.
• Strong track record in customer service.

Responsibilities

• Lead and manage the Housing Conditions Reporting Team.
• Monitor service levels and ensure compliance.
• Handle escalations and improve customer service experience.

Skills

Leadership

Analytical skills

Problem-solving

Communication

Education

PQE in HDR

Tools

Data analysis software

Job description

1 day ago Be among the first 25 applicants

Line Manager For: Housing Conditions Reporting Team

The Company:

As a recognised Tier 1 MedCo agency, with over 30 years’ experience in the industry, we’re proud to deliver reporting services that set the standard. Year on year, we deliver quality, efficiency, and value for money across RTA, Industrial Disease, Military Claims and Housing Conditions Claims and will continue to provide reporting services the only way we know how – the MLA way!

Summary of Position:

Providing leadership towards the achievement of maximum efficiency in line with company vision and values. Leading, managing and motivating the Team within the Housing Conditions Reporting Team to provide a first class service to all customers.

Duties & Responsibilities:

• To lead, manage and motivate the team
• Monitor and maintain service levels to ensure compliance and identify areas for improvement.
• Ensure team targets, service levels and key performance indicators are met, on a daily basis.
• Manage a caseload of approximately 50 cases a month on which urgent inspections are required
• Continuous updating of the policies and procedures for the team
• Drive performance through call and postal monitoring
• Performance management and identifying individual training requirements and implementation and delivery of training plans
• Co-ordinate regular coaching and training for new and existing staff
• Take ownership for resolving day-to-day team issues
• Receive detailed enquiries, qualify, filter and distribute within given boundaries
• Ensure correct forecasting for staffing requirements
• Allocate workloads and resources efficiently to meet customer demands and optimise operational efficiency
• Monitor and analyse data related to operational performance, customer satisfaction, and employee productivity
• Handle escalations from customers, providing timely and effective resolutions to ensure customer satisfaction
• Develop and implement strategies to enhance customer service experience
• Stay updated with industry trends, regulations, and best practices in medical reporting to provide guidance and ensure compliance
• Foster a positive and motivating work environment, encouraging teamwork, collaboration, and employee development

Skills and Knowledge Required:

• The ideal candidate must have at least 2 years PQE working within HDR and experience managing a full caseload including litigated work
• Previous experience in a high-volume customer service role
• Proven track record of managing and leading teams, with the ability to thrive in a fast-paced and energetic environment
• Strong analytical skills to review and interpret data, identify trends, and make informed decisions
• Excellent problem-solving skills with the ability to address issues promptly and efficiently
• Familiarity with service level agreements (SLAs) and the ability to review, monitor, and improve performance against targets
• Ability to allocate workloads effectively, considering resource availability and customer demands
• Strong communication and interpersonal skills to handle customer escalations and foster positive relationships
• Knowledge of recruitment processes and experience in assessing staffing needs
• Proficient in using relevant software and tools for data analysis, reporting, and team management
• Salary £45,000 – £60,000 depending on experience
• 37.5 hours per week, Monday to Friday
• Company Pension
• Twice yearly company parties (Summer and Christmas) plus regular office events and charity days
• Christmas bonus

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Legal Services

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