Housing Conditions Manager (Solicitor)

Liverpool City Centre

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

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
  • Private Healthcare
  • 25 days Annual Leave plus Bank Holidays
  • Twice yearly company parties (Summer and Christmas) plus regular office events and charity days
  • Christmas bonus


Salary: Salary £45,000 – £60,000 depending on experience

closing date:

Get in touch

If you’d like to speak to us about our medical reporting services and how we can support your case, please contact our expert team today.

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