Expert Agency Manager; MLS

Location

Liverpool/Hybrid

We work across England, with offices currently in Manchester, Liverpool, Leeds and Southport. We believe we offer our colleagues the best hybrid and flexible working practices, balancing working from home with time collaborating and socialising with colleagues in our modern offices.

Expert Agency Manager

DOE

Medical Law Service have a fantastic opportunity to join our growing Expert Agency Team. The Expert Agency Manager is responsible for delivering people, performance, and service delivery to ensure consistently high-quality, compliant, and client-focused expert reporting services. The role combines people leadership, operational oversight, customer and expert relationship management, strategic contribution, driving sustainable growth and continuous improvement.

• 35 hours working week
• Annual bonus scheme
• 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
• A dedicated Learning and Development team, to help support you develop and grow
• Flexible, agile working environment with a positive work‑life balance
• Varied calendar of funded company social events (check out Fletchers Group on Linked In)
• Monthly voucher awards for winning nominees A genuinely supportive and friendly culture
• Ongoing training and professional development opportunities

• Develop the expert agency business plan identifying growth opportunities and service development.
• Lead change initiatives that improve efficiency, quality, and customer outcomes.
• Provide expert insight, analysis, and recommendations to senior leadership to inform decision‑making.
• Use performance data, feedback, and audit findings to drive continuous improvement across the service.

• Lead, manage, and develop the Expert Customer and Expert Liaisons teams.
• Set clear expectations, objectives, and performance standards aligned to KPIs and service targets.
• Support capability development, engagement, and effective workload management.
• Foster a culture of accountability, professionalism, and customer focus.

• Oversee day‑to‑day agency operations to ensure efficient, high‑quality service delivery.
• Monitor team and service performance against KPIs, SLAs, and contractual requirements.
• Plan workloads and allocate resources effectively to meet demand and maintain service continuity.
• Identify operational risks and implement timely, practical solutions.

• Ensure expert services meet contractual, regulatory, and quality standards.
• Maintain compliance with internal policies, legislation, and industry best practice.
• Ensure client expectations are clearly understood, managed, and consistently met.
• Address escalations, complaints, and service issues professionally and effectively, maintaining trust and confidence.

• Proven experience in an agency, consultancy, or specialist professional services environment.
• Strong people management and leadership experience, with the ability to motivate and develop teams.
• Excellent customer relationship and stakeholder management skills.
• Strong influencing skills, able to challenge constructively and gain buy‑in from senior stakeholders.
• Ability to manage competing stakeholder expectations while maintaining service standards.
• Experience identifying, assessing, and mitigating operational or compliance risks.
• Ability to balance operational delivery with strategic priorities and longer‑term improvement.
• Demonstrated ability to manage budgets, cost control, or financial performance within a service environment.
• Ability to embed new processes, systems, or ways of working across teams and comfortable operating in environments undergoing…