Overview
Technical Manager - Credit Hire – Location: Bolton | Department: Legal | Employment Type: Permanent - Full Time | Application Deadline: 13 October 2025
This role is responsible for the quality of work delivered in the Credit Hire teams (Litigation & Pre-Litigation) with responsibility for technical frameworks, controls, client service, and delivery profitability.
Responsibilities
* Own the quality of work produced in Credit Hire – results, performance and client care.
* Align quality and risk approaches with the wider Volume Legal teams to deliver a holistic, commercial delivery aligned with Operations; identify areas of focus and follow up initiatives and actions.
* Collaborate with Technical Directors/Managers across the business and with Growth/Sales/CAMs to develop and report against KPIs measuring quality and client care.
* Implement strategies across Credit Hire to improve performance metrics and client care, coordinating with supervisors, technicians, and the Technical Director to achieve quality objectives.
* Monitor, report and analyse trends in performance against KPIs; drive activities to improve performance and position the firm as a leader in the field.
* Analyse professional indemnity spend and loss of profit related to errors and complaints; coordinate efforts to reduce the cost of mistakes and protect the Keoghs brand.
* Design and deliver supervisory and case handling models (spans of control, caseloads, auditing) that balance quality with commercial practicality.
* Influence and lead supervisors to improve quality and client care; drive continuous improvement and capability development, anticipating trends and proposing pragmatic commercial solutions.
* Identify risks and propose pragmatic, commercial mitigation strategies.
* Support Growth/Sales/CAMS and PPCs to enhance client communication, including attendance at client meetings, reporting, feedback, satisfaction monitoring, and lifecycle reviews; drive client service improvements.
* Ensure services are delivered in line with client guidelines, with input from client leads as needed when changes may affect delivery.
* Manage a team of Technical Supervisors and Technical Leads; collaborate with auditors to meet client and internal requirements and lead pre-client audit processes within Credit Hire.
* Review workload, capacity, and strategies with operational colleagues to remove blockers; maintain a capacity plan to ensure optimum supervisory levels for quality and client care.
Development & Training
* Oversee ongoing technical training and development across Credit Hire, ensuring regular training on focus areas and refresher training.
* Promote development of people into new roles through onboarding, training, and development to improve engagement and reduce attrition.
* Lead training approaches in collaboration with Quality/Technical colleagues across file handling roles.
* Oversee personal development for all technical roles.
* Establish clear internal communications to engage with people at all levels and career stages and drive change and collaboration.
Technical Policy & Strategy
* Implement agreed firm-wide strategies in Credit Hire, ensuring consistency with other areas and collaborating with Growth/Sales for synergies.
* Regularly review emerging case-law and regulatory changes; update policy/strategy accordingly and communicate delivery across the firm.
* Coordinate delivery of agreed strategies and monitor success to ensure firm-wide consistency.
People & Working Hours
* Lead and motivate the team, ensuring best-in-class standards, customer service and systems; maintain strong cross-firm relationships with other Technical Directors/Managers/Leads.
* Engage in continuous improvement and personal development; 35 hours per week, Monday – Friday 9am – 5pm, with one unpaid lunch hour.
* Primary location: Bolton.
Skills, Knowledge and Expertise
* Solicitor / Legal Executive
* Proven track record in credit hire litigation and client-care driven results
* Financial authority of at least £100k
* 5+ years’ experience handling claims including litigation; pre-litigation experience preferred
* Experience as a Technical Manager / Lead or in a supervisory/Team Leader role
Soft Skills
* Effective communication; ability to manage multiple initiatives and liaise with unrepresented & vulnerable claimants
* Strategic yet hands-on; balance excellence with profitability
* Strong focus on quality, client care and results; organized and detail-oriented
* Proactive, able to drive change decisively but with sensitivity to pace
* Energetic leadership; able to recruit and champion best practices
* Adept at prioritising and managing competing demands
Benefits
* Davies Incentive Plan
* 25 days holiday (increasing with service) with option to buy/sell 3 days
* Family Private Medical Insurance (Bupa) with option to upgrade
* Simply Health Care Cash Plan
* WeCare 24/7 wellbeing and financial & legal support
* Death in Service; Critical Illness Cover; PHI/Income Protection
* Pension 5% Employee / 3% Employer
* Employee Resource Groups; Volunteering Programme
* Cycle to Work Scheme, Tech Scheme, Season Ticket Loan, Gym Flex
* Discounts on online sites and local retailers
* *Probation applies to certain benefits
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