Service Delivery Lead at Minster Law

Wakefield, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

35000.0

Posted On

04 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Performance Management, Continuous Improvement, People Management, Operational Control, Customer Service, Data Analysis, Risk Management, Team Leadership, Communication Skills, Decision Making, Stakeholder Management, Training Development, HR Processes, Emotional Intelligence, Organizational Skills

Industry

Legal Services

Description

Job Title: Service Delivery Lead Responsible to: Service Delivery Support Manager Level: Team Leader Purpose of the role As a member of the Serious Injury leadership team, the Service Delivery Lead is accountable for the delivery of consistent, high‑quality onboarding and settlement services that meet agreed financial, customer and operational performance targets. The role provides clear operational direction, oversight and decision‑making to ensure that service standards, KPIs and regulatory requirements are met. Through effective leadership, performance management and continuous improvement, the Service Delivery Lead ensures teams have the capability, focus and capacity to deliver positive outcomes for customers and the business. Key Accountabilities Service Delivery: · Own end‑to‑end service delivery performance across the Onboarding and Settlements teams, ensuring services are delivered in line with agreed SLAs, KPIs and regulatory requirements. · Ensure consistent achievement of financial and trading performance targets, taking timely corrective action where performance or productivity falls below expectations. · Drive operational control and oversight to ensure work is prioritised effectively and customer outcomes are not compromised. · Be accountable for onboarding conversion, using data and MI to identify risks, issues and opportunities for improvement. · Maintain high standards of customer service, ensuring that service quality, responsiveness and outcomes meet or exceed customer expectations and are reflected in Trust Pilot reviews, NPS and related measures. · Identify, manage and mitigate operational risks that could impact service delivery, compliance or customer outcomes, escalating issues appropriately and early. · Use MI and performance data to drive action, translating insight into clear priorities, interventions and measurable improvements in service delivery. · Embed consistent ways of working, systems and processes to improve efficiency, reduce variation and deliver sustainable service improvements. · Lead continuous improvement initiatives focused on improving service quality, reducing cycle times, increasing productivity and strengthening operational resilience. People Management: · Deliver a resourcing plan which drives the required financial and customer outcomes by effectively management recruitment and resourcing plans. · Work with the wider Team Leader community to address any gaps in knowledge and to create bespoke training programs where necessary. · Build team capability through effective deployment of new working practices, systems and processes and behaviours ensuring any business change is fully embedded. · In conjunction with the senior leadership team, manage supplier performance and adherence to SLAs and best practice and escalate as appropriate · Undertake and management of colleagues within processes such as probation, absence management, disciplinaries, and Performance Management etc. · Have strong decision-making capabilities in all HR matters. · Managing the engagement of the teams ensuring our company values are always upheld and where required put in place effective action plans. · Work with the senior leadership team in designing, delivering and embedding of annual objectives. · Support the senior leadership team in embedding, understanding and fulfilling our talent mapping process and ensuring the appropriate talent and retention plans are in place. · To support the senior leadership team as and when required and to undertake any other tasks as deemed relevant to your role and reasonable by the business. Person Profile A strong people leader who is personally motivated by creating team capability · Credibility to operate and influence at a senior level · Act with drive, pace and passion with the ability to work in a fast moving environment · Ability to lead with integrity, be respectful of all colleague opinions · Ability to motivate Team Leaders & work as part of a team with an ability to put others at ease and build trust & confidence through self-awareness and a high degree of emotional intelligence · Takes personal ownership, leads by example and works collaboratively across Minster Law · Good interpersonal / communication skills both written & verbal with self-awareness of your own impact on others & an ability to consider appropriate forums for communications · A natural organiser able to set clear expectations of what good looks like and how it is measured · Demonstrate consideration of our company values in day to day decision making · Ability to follow Company process / guidelines & make appropriate decisions · Be a cultural ambassador by displaying our values and behaviours in every aspect of the work they do · Ability to manage stakeholders, internally and externally. Essential · Experience of delivering operational performance in a fast paced, high performing environment. · Experience of managing HR and People processes against policy · Managing performance & productivity, ideally in a professional services environment · IT skills – including Microsoft Word; Microsoft Teams; PowerPoint & Excel. Any experience of Power BI or similar data tools would be useful. · Experience of conducting 1-2-1’s / personal development plans / performance reviews · Experienced in the use and interpretation of MI and data · Willing to explore new technologies to support business development & able to support teams though change. Key Performance Indictors Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support. · Acceptance Rates / Conversion of new recommendations. · Cash Flow and cycle times · Financial & Trading Performance · Recruitment & Attrition Rates · NPS / Customer Satisfaction / Trust Pilot and other service relating metrics. · Colleague Engagement Rates · More will follow as role grows. Personal Development There is the opportunity for high performing individuals to move into different departments across the business to expand their knowledge and experience, and develop a career within Minster Law. Working Hours Full time – 35 hours per week. Agile working is fully supported but as this is a people leader role, on site presence may represent more than 50% of your working week. Salary Information The salary range for this role is £28,000 - £35,000 per annuum. Equal Opportunities Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone. We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website. Final note The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.

Responsibilities

The Service Delivery Lead is accountable for delivering high-quality onboarding and settlement services while ensuring compliance with service standards and performance targets. This role involves leading teams, managing operational risks, and driving continuous improvement initiatives.