Operations Team Leader

7 months ago

Sheffield, United Kingdom Medical & Legal Admin Services Full time

**About us**:
At Medical & Legal Admin Services (MLAS), our mission is to support the business growth of our Expert Witnesses by providing them with comprehensive support, streamlined administrative services, and effective marketing to ensure nomination for instruction. We collaborate directly with solicitors and reputable Medical Reporting Organisations (MROs) to establish enduring relationships between Instructing Parties and Expert Witnesses. Our panel boasts a diverse range of experts from both medical and non-medical backgrounds. They possess the expertise to generate accurate reports for personal injury and clinical negligence cases, serving both Claimant and Defendant instructors.

**Purpose of the Role**:
The Team Leader will lead and develop the team to deliver operational excellence through specific processes and performance standards that align with the business strategy and vision of Medical & Legal Admin Services.

**Key focus areas and responsibilities**:

- Manage and support your team(s) to ensure ownership, growth and confidence.
- Be the point of escalation for your team and through communication and consideration and, as a group, find the ‘best outcome for the customer'.
- Maintain, track and grow your team’s progression in line with KPIs.
- Build team relationships where everyone feels they are empowered and supported.
- Maintaining the quality levels within the operation, understanding your team’s skill sets and providing a platform identifying progression and training needs through structured 121s.
- Ensure duplication in process is avoided and pride is taken in the accuracy/quality of work produced, utilising a robust Quality Assurance Programme.
- Maintain and improve the Operating Model through consistent evaluation and enhancement where necessary (in collaboration with the Client Operations Manager).
- Plan and lead regular meetings with your team to discuss current and pre-empt future issues. Provide updates to senior management. Actively encourage discussion and engagement.
- Allocate resources appropriately and make the required adjustments to drive operational efficiencies. Ensure the correct operational resource levels (including crossed trained contingency).
- Work with internal stakeholders and peers using different methods of communication to ensure collaboration and alignment relating to current work/projects/targets/deadlines.
- Work with internal systems to ensure that they are kept up to date and being used effectively so that the business can track performance.
- Support the team with diaries to include appointments for expert witnesses, joint discussions, conferences with counsels, trials and attending/presenting at conferences.
- Take responsibility for specific events and projects as requested.
- Resolve complaints promptly and efficiently reporting the outcome to the Client Operations Manager.
- Support the company vision and values through role model behaviours.

**Skills**:

- Excellent written and verbal communication skills.
- Strong organisational and time management abilities.
- Ability to handle confidential information with discretion.
- Attention to detail and accuracy in tasks.
- Adaptability and willingness to learn new skills.
- Confident in communication.
- Team player with the ability to collaborate effectively.

**Knowledge and Experience**:

- Previous experience in secretarial roles within the medical or legal sector, customer service, operation roles desired.
- Familiarity with handling confidential and sensitive information.
- Strong understanding of grammar, punctuation, and the English language.
- Ability to work well under pressure and manage competing priorities effectively.
- A commercial mindset with an understanding of business operations and objectives.

**Desirable Experience**:

- Team Lead or management Experience
- Knowledge of medical terminology
- Experience working with solicitors

**Qualities**:

- Positive mindset and proactive attitude towards tasks.
- People driven.
- Strong Teamwork skills.
- Proactive.
- Strong problem-solving abilities.
- Ability to maintain professionalism and confidentiality in all situations.
- Commitment to providing high-quality service to clients.
- Enthusiasm for being part of an innovative and collaborative team environment.

**Benefits**:

- Hybrid working (upon completion of probation)
- Free on-site parking
- Relaxed dress code
- Westfield Health Cash Plan (upon completion of probation)
- Company Sick pay
- Enhanced Maternity/Paternity and Neonatal Pay
- Social events throughout the year
- 25 days annual leave

**Job Types**: Full-time, Part-time, Permanent, Temporary contract
Contract length: 12 months

**Salary**: £24,000.00-£26,500.00 per year

**Benefits**:

- Company events
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

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