Customer Manager

Customer Manager – Medical Law Services

Location: Manchester / Liverpool / Leeds / Southport – Hybrid Working

About Us:

Our Medical Law Services (MLS) team is at the forefront of delivering trusted, expert support to the medical legal sector. We are committed to building lasting partnerships that help our clients navigate complex processes with confidence and ease.

The Role:

Your role will be to develop and grow our external client portfolio, building strong relationships between MLS and their clients, whilst supporting the MLS process and the client journey, and assisting in onboarding of new clients. The role will also involve managing client accounts and collaboration with MLS internal teams keeping track of key performance indicators and resolving any client issues ensuring a smooth experience.

The role is key to the performance of MLS and it’s positioning in the external market and will therefore assist MLS achieving their financial and performance targets as well as delivering on the long-term vision of being the most trusted business partner in the medical legal sector.

You will be expected to travel around the UK, particularly the Northwest, and regularly attending our offices in Southport and Manchester.

Join Us:

This is a fantastic opportunity to play a pivotal role in shaping the success of MLS at Fletchers Group. If you’re passionate about building strong client partnerships and contributing to a high-performing team, we’d love to hear from you.

Apply today to become part of our journey to be the most trusted name in medical legal services.

In return we offer:

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 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 long service award the 3 days 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

Main Responsibilities:

• Identify and research potential clients.
• Build and nurture customer relationships to ensure long term satisfaction by understanding needs and developing strategies to meet and manage them.
• Management of customer accounts by use of reporting and resolving any issues, should they arise, to ensure smooth experience.
• Assisting in leadership and operational management for MLS.
• To monitor & manage business performance against KPI’s and policy decisions, with the provision of performance MI to Managing Director (MD) of MLS and wider Fletchers Group.
• Manage sales administration including producing proposals, contract negotiation and coordinating with our finance team.
• Work with MD of MLS and Head of Finance to ensure accurate budgeting and forecasting.
• Ensure annual fee budget targets are achieved.
• Assist in monthly reporting of business area performance re KPI’s and financial targets to MD of MLS and Fletchers Executive Leadership Team (ELT).
• Ensure that MLS remains compliant by conforming to established operational regulations.
• Collaborate with wider MLS leadership team providing customer feedback to ensure consistent ways of working throughout the lead vetting, medical records collection and pagination services, thereby also supporting training needs.
• Assist the wider leadership team in fostering a culture of continuous improvement, development and learning among the teams.
• Promote and assist with implementation of evolving AI tools across the business.
• Support and lead medico legal decisions working closely with compliance teams when necessary.
• Provide regular feedback for customers to assist in the evaluation the efficiency of process working with MLS Operations Manager and MD of MLS, in line with organisational objectives and apply improvements.

Essential Skills and Experience:

• 3 years+ business development/sales experience in legal or medical sector
• Strong communication and interpersonal skills.
• Detailed understanding business requirements and the key performance MI required to support ongoing business improvement & business continuity.
• Leadership and team management experience
• Time management and organisational skills
• Critical thinking and strong analytical skills with the ability to collect, organize, analyse, and disseminate information with attention to detail and accuracy
• Ability to work collaboratively with diverse teams and influence stakeholders.
• Proficiency with Microsoft Office package, including advanced level knowledge of Excel

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

Medical Law Service is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. We understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.