Expert Agency Manager (MLS) in Liverpool

Location: Liverpool / Hybrid. This role requires hybrid working with 2 to 3 days in the office, and a willingness to travel to other offices when required. We work across England, with offices currently in Manchester, Liverpool, Leeds and Southport. We believe we offer our colleagues the best hybrid and flexible working practices, balancing working from home with time collaborating and socialising with colleagues in our modern offices.

The Expert Agency Manager is responsible for delivering people, performance, and service delivery to ensure consistently high-quality, compliant, and client-focused expert reporting services. The role combines people leadership, operational oversight, customer and expert relationship management, strategic contribution, driving sustainable growth and continuous improvement.

In Return We Offer:

• 35 hours working week
• Annual bonus scheme
• 35 days holiday a year including bank holidays and Christmas Closure, with an option to purchase up to 3 extra days’ holiday per year
• 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
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events
• Monthly voucher awards for winning nominees
• A genuinely supportive and friendly culture
• Ongoing training and professional development opportunities

Main Responsibilities:

• Strategy, Planning and Improvement: Develop the expert agency business plan identifying growth opportunities and service development. Lead change initiatives that improve efficiency, quality, and customer outcomes. Provide expert insight, analysis, and recommendations to senior leadership to inform decision-making. Use performance data, feedback, and audit findings to drive continuous improvement across the service.
• Leadership and People Management: Lead, manage, and develop the Expert Customer and Expert Liaisons teams. Set clear expectations, objectives, and performance standards aligned to KPIs and service targets. Support capability development, engagement, and effective workload management. Foster a culture of accountability, professionalism, and customer focus.
• Operational and Service Delivery: Oversee day-to-day agency operations to ensure efficient, high-quality service delivery. Monitor team and service performance against KPIs, SLAs, and contractual requirements. Plan workloads and allocate resources effectively to meet demand and maintain service continuity. Identify operational risks and implement timely, practical solutions.
• Quality, Compliance and Customer Management: Ensure expert services meet contractual, regulatory, and quality standards. Maintain compliance with internal policies, legislation, and industry best practice. Ensure client expectations are clearly understood, managed, and consistently met. Address escalations, complaints, and service issues professionally and effectively, maintaining trust and confidence.

Essential Skills and Experience:

• Proven experience in an agency, consultancy, or specialist professional services environment.
• Strong people management and leadership experience, with the ability to motivate and develop teams.
• Excellent customer relationship and stakeholder management skills.
• Strong influencing skills, able to challenge constructively and gain buy-in from senior stakeholders.
• Ability to manage competing stakeholder expectations while maintaining service standards.
• Experience identifying, assessing, and mitigating operational or compliance risks.
• Ability to balance operational delivery with strategic priorities and longer-term improvement.
• Demonstrated ability to manage budgets, cost control, or financial performance within a service environment.
• Ability to embed new processes, systems, or ways of working across teams and comfortable operating in environments undergoing growth or change.
• Confidence using data to inform prioritisation and strategic decisions.

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.