Support Team Deputy Manager

📋 Description

• Serve as Deputy to the CLM Manager and Administration Manager, aiding in operational delivery and personnel management for a team of approximately 20 staff members.

• Assist in coordinating workloads, managing capacity, covering absences, and addressing operational issues as they arise.

• Participate in team meetings, one-on-ones, appraisals, and development discussions, promoting consistent management practices.

• Help manage escalated queries, complaints, and service issues, ensuring lessons are learned and resolutions are achieved.

• Collaborate with managers and HR on recruitment, induction, onboarding, and retention initiatives.

• Oversee compliance with service standards, KPIs, productivity, and revenue targets, raising alerts regarding risks or pressures when necessary.

• Exemplify HCML values, professional conduct, and quality standards.

• Manage a designated fee-earning workload or caseload aligned with service requirements and business objectives.

• Ensure work is delivered according to contractual obligations, service standards, and established procedures.

• Keep precise documentation, billing, and invoicing in accordance with HCML financial and governance protocols.

• Effectively communicate with clients, customers (including insurers and solicitors), and internal stakeholders.

• Adhere to agreed service standards, KPIs, and timelines.

• Ensure proper and consistent utilization of HCML systems including CMS, MS Office, and other applicable platforms.

• Identify opportunities for ongoing improvements to processes, systems, and the overall customer experience.

• Promptly escalate risks, service pressures, or quality concerns to the relevant manager.

⛳️ Requirements

• Proven experience in a senior administrative, coordination, or support capacity.

• Background in supporting managers and stepping in for team leadership.

• Experience in fee-earning roles within a professional services or healthcare-related sector.

• Exceptional organizational skills with the capability to handle competing priorities.

• Strong written and verbal communication abilities.

• Proficient IT skills, encompassing case management systems and MS Office.

• Desirable: Experience in personal injury rehabilitation or healthcare services.

• Desirable: Prior supervisory or deputy management experience in a multidisciplinary team.

• Desirable: Knowledge of governance, quality assurance, and compliance procedures.

• Desirable: Training or qualifications related to HR or management.

🏝️ Benefits

• Health & Care Management LTD is certified as a Great Place to Work.

• Opportunities for professional development.