Client Care Manager

Hybrid work arrangement.

Working Pattern – 35 hours a week, Monday to Friday, 09:00 a.m. to 05:00 p.m.

Salary – DOE

Location – Southport / Liverpool (Hybrid)

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Client Care Team. As Client Care Manager you are responsible for ensuring that our clients are given the best possible service during their claim journey. You will act as the independent voice of the client, ensuring that their needs remain at the forefront and that you act on their behalf where necessary.

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure; option to purchase up to 3 extra days’ holiday per year, plus a long‑service award of 3 days after the 5th, 7th, and 9th full year of employment
• Pension scheme with tax‑efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover 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
• Monthly voucher awards for winning nominees

• Overall responsibility and accountability for monitoring client care across Fletchers & MLS to ensure a consistent, high level of delivery in line with KPIs and SLA’s.
• Delivery of high‑level business performance targets.
• Lead the team to ensure all online and internal client care scores remain at or above KPIs at all times, and take positive action when scores fall behind.
• Act as the independent voice while ensuring constant communication between the client care team and other teams, keeping clients regularly updated on case progression and developments in line with SLA’s.
• Develop Team Leaders and the team by identifying areas for development and providing support, guidance, and training.
• Identify areas for improvement within Client Care Team and MLS.
• Lead the team to deliver on performance targets to assist in MLS case progression.
• Be an active member of the MLS management team, providing support and being a positive advocate of MLS both within the Fletchers group and with external customers.

• Understanding of and ability to deliver excellent customer service.
• Leadership experience.
• Excellent attention to detail.
• Strong analytical and problem‑solving skills.
• Strong understanding of how to grow department productivity.
• Excellent communication skills and telephone manner.
• Excellent teamwork and collaboration; able to work proactively as part of a team.
• Excellent interpersonal skills, with the ability to form positive working relations with a variety of team members.
• Ability to maintain confidentiality and work on sensitive topics whilst maintaining impeccable professional standards.
• Ability to be agile in response to changing priorities and deadlines.

• Ability to use Microsoft packages.

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

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 programmes. Our culture is nurturing, designed to assist you in achieving your aspirations.

Fletchers Group 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 celebrate that no colleague is the same and we’re proud of our work on the Disability Confident scheme, whilst also signing up to other diversity standards to reflect our ethos.