Support Team Deputy Manager

Job title: Support Team Deputy Manager

Location: Croydon/Remote

Salary: 32-35000

Status: Full-time permanent

Purpose of Role:

Due to continued business growth HCML is seeking an experienced Support Team Deputy to provide structured operational and leadership support to both the CLM Manager and Administration Manager across a combined team of approximately 20 staff.

This is a split role with:

• 50% fee-earning responsibilities contributing directly to service delivery and revenue and

• 50% deputy responsibilities focused on leadership support quality operational oversight and people management.

The post holder will act as a key operational link between leadership and the wider support teams helping to ensure smooth day-to-day running consistent standards and a positive experience for both staff and external stakeholders.

Key Responsibilities:

Deputy Leadership & Operational Support (50%)

• Act as Deputy to the CLM Manager and Administration Manager supporting operational delivery and people management across a team of c.20 staff.

• Support coordination of workloads capacity management absence cover and escalation of operational issues.

• Contribute to team meetings 1:1s appraisals and development discussions supporting consistent management practice.

• Assist with the management of escalated queries complaints and service issues ensuring learning and resolution.

• Support recruitment induction onboarding and retention activity in collaboration with managers and HR.

• Monitor adherence to service standards KPIs productivity and revenue targets escalating risks or pressures where appropriate.

• Act as a role model for HCML values professional behaviours and quality standards.

FeeEarning Responsibilities (50%)

• Manage a defined feeearning workload or caseload in line with service needs and business priorities.

• Deliver work in line with contractual requirements service standards and agreed ways of working.

• Maintain accurate documentation charging and invoicing in line with HCML financial and governance processes.

• Communicate effectively with clients customers (including insurers and solicitors) and internal stakeholders.

• Demonstrate high standards of written and verbal communication including in complex or sensitive situations.

Service Delivery & Systems

• Work in line with agreed service standards KPIs and timescales.

• Ensure effective and consistent use of HCML systems including CMS MS Office and other relevant platforms.

• Identify opportunities for continuous improvement to processes systems and the customer experience.

• Escalate risks service pressures or quality concerns to the appropriate manager promptly.

Corporate Responsibilities

• Work in accordance with all HCML policies and procedures including Health & Safety Equality Diversity and Inclusion.

• Maintain professionalism confidentiality and integrity at all times.
  

Person Specification/Experience

Essential

• Experience in a senior administrative coordination or support role.

• Experience supporting managers and deputizing within teams.

• Experience of feeearning work within a professional services or healthcarerelated environment.

• Strong organisational skills with the ability to manage competing priorities.

• Excellent written and verbal communication skills.

• Strong IT skills including case management systems and MS Office.

Desirable

• Experience within personal injury rehabilitation or healthcare services.

• Previous supervisory or deputy management experience in a multidisciplinary team.

• Understanding of governance quality assurance and compliance.

• HR or managementrelated training or qualifications.

Attributes

You must be mature reliable have experience of managing or supervising people and day to day running of a busy office. You need to have good IT and organisational skills interpersonal and customer service skills as well as the ability to think and act outside the box. If you have the above as well as being compassionate caring and empathetic then we would like to hear from you.

Qualifications and Training

Desirable

Medical Secretary training

Business/Management related qualification

Equal Opportunities Statement

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age disability sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.