Operations Administrator - MLS in Liverpool

Operations Administrator

Medical Law Services

Location- Liverpool Hybrid

Hours- Hybrid 35 hours a week, Monday to Friday 9:00am to 5:00pm

Purpose of role

The Operations Administrator plays a key role in ensuring the accurate, timely, and efficient delivery of administrative and operational support across MLS. This is a merged role incorporating the previous Operations Admin and Pagination Administrator responsibilities, providing flexible, cross-trained capacity across all MLS departments.

The role is responsible for instruction triage, data and file management, case support, and administrative assistance to the Pagination, AI, and wider MLS functions. The Operations Administrator works as part of a team to reduce single points of failure and flex capacity to meet demand.

This is a critical role supporting the smooth operation of MLS. The successful candidate will be detail-oriented, organised, and confident in managing a varied workload across multiple teams and functions.

In return we offer:

• 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 5^th, 7^th, and 9^th 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 LinkedIn)
• Monthly voucher awardsfor winning nominees A genuinely supportive and friendly culture
• Ongoing training and professional development opportunities

Main Responsibilities:

Cross-MLS Administrative Support

• Provide administrative support across pagination, AI processing and wider MLS departments.
• Respond to client and team enquiries in a timely and professional manner.
• Prepare documentation, data summaries and reports for the Pagination Leadership Team and Ops Manager.
• Provide day-to-day mailbox management, documentation updates, and internal communication handling.
• Assist with ad-hoc tasks, projects, and operational requests as required.

Data & File Management

• Maintain MLS databases including Proclaim, Mermaidd and the Medico-Legal app.
• Open, maintain and close files in accordance with company processes and policies.
• Maintain accurate records, spreadsheets, trackers, and logs to support reporting and decision-making.
• Interpret and analyse data to identify trends, issues and patterns, escalating to leadership as appropriate.
• Assist in creating slide packs or summaries to support operational planning and resource allocation.

Instruction Triage & Prioritisation

• Conduct first-stage triage of new instructions across products, including removing duplicate entries, correcting data errors or inconsistencies, and clarifying incomplete or unclear information by liaising with customers, colleagues, or stakeholders.
• Assess case instructions and determine the correct priority level in accordance with MLS prioritisation rules and operational guidelines.
• Ensure all validated instructions are accurately categorised and ready for onward processing.
• Escalate high-risk or urgent cases appropriately to the Pagination Leadership Team or Operations Manager.

Case Review & Problem Resolution

• Identify, review, and investigate delayed or problematic cases to ensure appropriate follow-up and resolution.
• Review incoming cases to identify and resolve data errors, inconsistencies, or missing information.
• Raise and manage problem tickets where appropriate, ensuring timely resolution.

Outsourcing Support

• Support the selection of cases for external pagination.
• Assist with the maintenance and monitoring of data and SLAs for external paginators.

Flexible Capacity & Cover

• Flex across the Operations Administrators group to cover peaks in demand and colleague absence.
• Contribute to shared, cross-trained responsibilities to reduce single-point-of-failure risk across the team.
• Contribute to process improvement initiatives and support the development of best practices.
• Ensure compliance with company policies and regulatory guidelines at all times.

Essential Qualifications, Skills and Experience:

• Strong attention to detail with the ability to spot data errors and inconsistencies.
• Excellent organisational and time-management skills, with the ability to manage a fluctuating workload.
• Confident communicator, able to obtain clarification and relay information clearly to internal teams and external customers.
• Comfortable working with spreadsheets, trackers, and common data-handling tools.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality and work on sensitive topics whilst maintaining high professional standards.
• Ability to be agile in response to changing priorities and deadlines.

Desirable Skills and Experience:

• Previous experience in administration or workflow coordination.
• Familiarity with Proclaim or other case management systems.
• Usage of Power BI, Excel or other reporting tools.
• Knowledge of pagination, document processing, or operations environments.
• Experience working in a legal services or medico-legal environment.

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 part of Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, signed up to BITC's Race at Work charter, and working towards Henpicked's Menopause and Menstrual Friendly accreditations.

If you would like to more, please visit our website MLS – Medical Law Services