Medical Law Services: Case Handler – Expert Agency (MLS)
Location: Liverpool/Hybrid
Salary: £25,000pa
Purpose Of Role
Act as the central point of contact between medical experts, customers and the wider business teams. The role delivers clear communication, effective coordination of expert services, and consistently high standards of service delivery, supporting timely, accurate, and professional outcomes.
In Return MLS Can Offer
* Competitive salary
* 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
Main Responsibilities for the Role
* Act as the primary point of contact for assigned expert professionals, building effective and professional working relationships.
* Manage the onboarding of new experts and support the development of strong customer relationships.
* Communicate clearly, confidently, and professionally with internal and external stakeholders.
* Ensure adherence to departmental Service Level Agreements (SLAs).
* Identify and manage potential risks, including conflict checks, escalating issues where appropriate.
* Respond to queries, issues, invoices, and disputes promptly, resolving where possible and escalating when necessary.
* Maintain accurate and up-to-date documentation, reports, client records, and the Expert Witness Database.
* Monitor timelines and workflows to ensure expert services are delivered within agreed timescales, and chase reports that fall outside agreed service level requirements.
* Proactively flag risks, delays, or concerns to management at an early stage.
* Support medical experts to ensure the timely and accurate delivery of reports.
* Provide ongoing support to legal teams and medical experts.
* Be responsible for managing your own caseload and achieving KPIs.
* Support invoicing, reporting, and quality assurance checks, including processing invoices received and raised.
* Agile approach to work across different areas depending on demand.
The Ideal Candidate Will Have
* Excellent written and verbal communication skills, with the ability to engage confidently with medical experts, legal professionals, and senior stakeholders.
* High level of IT literacy, including experience using databases and reporting tools to monitor performance and service delivery.
* Highly motivated, organised, and proactive, with the ability to manage workload effectively and meet deadlines.
* Exceptional attention to detail, ensuring accuracy across reporting, data management, and invoicing processes.
* Strong willingness to learn, develop, and continuously improve performance.
* Proven ability to multitask and prioritise competing demands in a fast-paced environment.
* Skilled in managing and engaging with a variety of internal and external stakeholders at varying levels.
* Demonstrated ability to monitor and manage service level agreements (SLAs).
* Ability to produce, analyse, and manage data to support performance tracking and decision-making.
Desirable Qualification, Skills and Experience
* Experience of proclaim or other software tools
We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.
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