Case Handler – Expert Agency (MLS)
Salary: £25,000pa
Location: Liverpool/ Hybrid
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:
1. Competitive salary
2. 35 hours working week
3. Bonus scheme (subject to targets being met)
4. 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
5. Pension scheme with tax-efficient salary sacrifice option
6. Life Assurance Policy
7. Medicash policy to cover some Dental, optical and other medical expenses
8. Company sick pay
9. Enhanced Maternity, Paternity and IVF schemes
10. Flexible, agile working environment with a positive work-life balance
11. Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
12. Monthly voucher awards
Main Responsibilities for the role:
13. Act as the primary point of contact for assigned expert professionals, building effective and professional working relationships.
14. Manage the onboarding of new experts and support the development of strong customer relationships.
15. Communicate clearly, confidently, and professionally with internal and external stakeholders.
16. Ensure adherence to departmental Service Level Agreements (SLAs).
17. Identify and manage potential risks, including conflict checks, escalating issues where appropriate.
18. Respond to queries, issues, invoices, and disputes promptly, resolving where possible and escalating when necessary.
19. Maintain accurate and up-to-date documentation, reports, client records, and the Expert Witness Database.
20. Monitor timelines and workflows to ensure expert services are delivered within agreed timescales, and chase reports that fall outside agreed service level requirements.
21. Proactively flag risks, delays, or concerns to management at an early stage.
22. Support medical experts to ensure the timely and accurate delivery of reports.
23. Provide ongoing support to legal teams and medical experts.
24. Be responsible for managing your own caseload and achieving KPIs.
25. Support invoicing, reporting, and quality assurance checks, including processing invoices received and raised.
26. Agile approach to work across different areas depending on demand.
The ideal candidate will have:
27. Excellent written and verbal communication skills, with the ability to engage confidently with medical experts, legal professionals, and senior stakeholders.
28. High level of IT literacy, including experience using databases and reporting tools to monitor performance and service delivery.
29. Highly motivated, organised, and proactive, with the ability to manage workload effectively and meet deadlines.
30. Exceptional attention to detail, ensuring accuracy across reporting, data management, and invoicing processes.
31. Strong willingness to learn, develop, and continuously improve performance.
32. Proven ability to multitask and prioritise competing demands in a fast-paced environment.
33. Skilled in managing and engaging with a variety of internal and external stakeholders at varying levels.
34. Demonstrated ability to monitor and manage service level agreements (SLAs).
35. Ability to produce,
analyse, and manage data to support performance tracking and decision-making.
Desirable Qualification, Skills and Experience:
36. 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.
About Medical Law Services- MLS:
Our Medical Law Services (MLS) teams are at the forefront of delivering trusted, expert support to the personal injury and clinical negligence sector. We are committed to building lasting partnerships that help our clients navigate complex processes with confidence and ease.
We strive to redefine industry standards, leveraging our expertise, integrity, and innovation to support and deliver real value to our clients by providing a service that drives financial and operational success.
Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.
We also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles.
We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.
Medical Law Services 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 understand and celebrate that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.
37. Location: Liverpool/ Hybrid
38. Salary: £25,000pa
39. Department: MLS
40. Closing Date: Fri, 26 Jun 2026