Client Care Team Leader

5 days ago

Southport, United Kingdom Fletchers Solicitors Full time

**Client Care Team Leader**

**Location: Southport/Hybrid**

**Role**:
**In return Fletchers can offer**:

- 35 hours working week
- 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 awards**for 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.

**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
- 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.
- 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.
- Responsibility for the Client Team task list
- Helping provide training with the Head of Client Care as and when required
- Any other duties that assist the Head of Client Care 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

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