Support Team Deputy Manager in Croydon

Job title: Support Team Deputy Manager

Location: Croydon/Remote

Salary: £32-£35,000

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.

Fee‑Earning Responsibilities (50%)

• Manage a defined fee‑earning 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 fee‑earning work within a professional services or healthcare‑related 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 multi‑disciplinary team.

• Understanding of governance, quality assurance, and compliance.

• HR or management‑related 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.