Operations Manager

Job Description

Slater and Gordon are a leading consumer law firm, and our mission is to give people easier access to world class legal services. We are a legal services business powered by technology and led by people that support customers in every step of theircase.We have an exciting opportunity for an Operations Manager to support our ECS (Existing Clients Services) and Specialist team to drive our Personal Injury business forward across an outbound and inbound function. This role is integral to driving success,empowering employees, delivering against business objectives & delivering change.We are looking for a creative Operations Manager with a background in process improvement to develop our strategy and enhance our customers journey. Our teams are heavily focused on people development and enhancing their skills through an ambitious andfast paced change programme.At Slater and Gordon Lawyers (UK) we are inclusive. We celebrate multiple approaches and points of view. We believe diversity drives innovation. So, were building a culture where difference is valued. Our culture motivates our employees to give their fullselves to the job and invest in the companys future. Our people see value in their work and are eager to do well in their roles. Our values ensure that all our employees are working towards the same goals.Responsibilities Include:

• Leadership of a strong team of case handlers against key KPIs & SLA
• Responsible for hitting forecast and budget, and if gaps, be able to identify opportunity to bridge
• Owning the overall customer experience to ensure efficiencies, accuracy & time scales are met whilst providing a best-in-class service to customers.
• Driving & managing the targets in place to meet customer needs whilst delivering against business requirements through effective screening of customer calls.
• Reviewing & questioning daily reporting on target vs actual to drive revenue & manage any escalated issues.
• Owning & managing the relationship with key stakeholders in the business to ensure the hand off to their business is accurate & seamless whilst providing regular reports.
• Engaging with external parties, such as Insurers, to ensure the right commercial agreements are in place & adhered too.
• Engagement of staff to reduce attrition & improve productivity to be an employer of choice
• Working with the business to ensure technology used, e.g. Dialler, is fit for purpose whilst reviewing additional requirements for future state
• Creating & driving forward transformation & change across the teams to continue to deliver a best-in-class service.

About You:

• Experience in an environment managing both outbound & inbound teams as well as back-office functions.
• Experience of being in a regulated business & working with a team to adhere to the requirements.
• Ability to work in fast paced environment with constant changing requirements.
• Extensive team management & leadership experience of circa 60 people to empower & engage.
• Proven understanding of commercial objectives of the business & your teams role against revenue targets.
• Evidence of delivering successful change & transformation to process, systems & teams.
• Strong communication across various levels within a business showing the ability to influence & negotiate as needed.

Company Values:Our values provide the framework for how we engage with our colleagues, customers, and stakeholders. These behaviours and values must be demonstrated in the role and across the business.

• We do what we say we will
• We own it, we sort it
• We dont wait, we create
• We respect and encourage each other
• We make time to live

What we offer in return:We offer a flexible agile working environment, alongside a competitive salary and benefits package including 25 days holiday allowance plus the option to purchase an extra 5 days, pension scheme, health cash plan, life assurance and income protection insurance.The opportunity to develop a rewarding and successful career with an award- winning law firm.For further enquiries relating to this vacancy please contact: natalie.sayer@slatergordon.ukPlease Note - Vacancies may closed prior to the expiry date displayed, subject to volume of applications received.