Senior Technical Lead - Credit Hire Quality & Delivery

Davies; Bolton; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Davies Incentive Plan

25 days holiday per year

Private Medical Insurance

Cycle to Work Scheme

Gym Flex

Season Ticket Loan

Access to Online Discount Sites

Job summary

Davies in Bolton is seeking a Technical Manager to lead Credit Hire quality, delivery, and client-focused service. You will collaborate with the Technical Director, Growth and Operations to ensure profitable, compliant service and strong governance of delivery.

The role emphasizes audit-driven improvement, strategic planning, and leadership of a technical team, with a focus on enhancing service quality and client satisfaction.

Responsibilities

• Own the quality of work produced in Credit Hire - results, performance and client care.
• Align the approach to quality and risk with the wider Volume Legal teams in Keoghs, developing and driving a holistic and commercial approach to delivery aligned with Operations – shining a light on crucial areas of focus and following up initiatives and agreed actions
• Working collaboratively with other Technical Directors/Managers/leads across the business as well as Growth/Sales/CAMS, develop and report against a range of key performance indicators against which the success or otherwise of quality and client care are measured
• Be accountable for implementing strategies to be adopted across the whole of Credit Hire to improve performance metrics and client care with plans to support planned volume and profit goals, managing and coordinating the efforts of supervisors and the thinking minds and technicians within to achieve overall quality objectives. Working with the Technical Director identify, co-coordinate and communicate such strategies.
• Monitor, report and undertake trends analysis on performance against key KPI and co-ordinate and drive activity to improve performance such that we are seen as leaders in the field and outperforming competitors.
• Monitor, report and undertake trends analysis on professional indemnity spend and loss of profit linked to errors and complaints and co-ordinate and drive reductions in the cost of mistakes and damage to the Keoghs brand.
• In conjunction with operational colleagues devise and deliver supervisory and case handling models (spans of control for supervision, optimum caseloads, review and auditing requirements etc.) that deliver the right focus on quality which are both pragmatic and commercial.
• Influence, guide and lead supervisors to deliver improved quality and client care leading the debate on areas for continuous improvement and development of capability, anticipating trends, recommending innovative ways to secure pragmatic and commercial solutions

Job description

Davies in Bolton is seeking a Technical Manager to lead Credit Hire quality, delivery, and client-focused service. You will collaborate with the Technical Director, Growth and Operations to ensure profitable, compliant service and strong governance of delivery.

The role emphasizes audit-driven improvement, strategic planning, and leadership of a technical team, with a focus on enhancing service quality and client satisfaction.