Medical Terminology jobs in West Midlands Region

Customer Service Manager

Location: Office Based in Harborne
Department: Medico-Legal Consultants
Reports to: Head of Case Management
Employment Type: Full-Time

About Medical Expert Chambers

Medical Expert Chambers is one of the UK's fastest-growing medico-legal organisations, providing independent expert medical evidence to solicitors, insurers, public bodies and the courts. Our nationwide panel of leading consultants and healthcare professionals delivers high-quality expert witness reports across more than 100 medical specialties.

Our mission is simple: to make obtaining expert medical evidence faster, easier and more reliable.

We combine exceptional customer service, innovative technology and rigorous quality standards to deliver an outstanding experience for both our legal clients and our medical experts.

www.medicalexpertchambers.co.uk

The Opportunity

We are seeking an organised, proactive and customer-focused Customer Services Manager.

This is a fast-paced and rewarding role requiring exceptional organisational skills, excellent communication and the ability to manage multiple complex cases simultaneously while maintaining the highest standards of client service.

You will act as the central point of contact for solicitors, medical experts and claimants throughout the lifecycle of each instruction, ensuring every case progresses efficiently and deadlines are consistently achieved.

Key ResponsibilitiesCase Management

• Manage a portfolio of medico-legal cases from instruction through to completion.
• Liaise with solicitors to obtain instructions, medical records and supporting documentation.
• Review new instructions for completeness and identify any missing information.
• Coordinate appointments between claimants and medical experts.
• Monitor every stage of the case to ensure agreed turnaround times are achieved.
• Track outstanding actions and proactively progress delayed cases.
• Maintain accurate case records using the company's case management system.
• Ensure reports are delivered within agreed service levels.

You will be working with an excellent fun loving team .Client Communication

• Provide an exceptional service to solicitors throughout the life of every case.
• Respond promptly to telephone and email enquiries.
• Keep clients updated on appointment dates, report progress and expected completion times.
• Build strong long-term relationships with law firms through proactive communication.

Administration

• Upload and maintain documentation within the case management system.
• Prepare correspondence and appointment confirmations.
• Record case milestones accurately.
• Assist with invoicing and administrative tasks where required.
• Produce progress updates and performance reports when requested.

What We're Looking For

The successful candidate will be highly organised, professional and committed to delivering exceptional client service.

Essential Skills

• Excellent organisational skills.
• Ability to prioritise a large and varied workload.
• Outstanding written and verbal communication.
• Strong attention to detail.
• Excellent telephone manner.
• Confident using Microsoft Office and CRM/case management software.
• Ability to work independently and as part of a team.
• Professional, calm and solutions-focused approach.

Desirable Experience

• Previous medico-legal case management experience.
• Experience working within healthcare or legal services.
• Knowledge of expert witness processes.
• Understanding of CPR Part 35.
• Experience liaising with consultants or healthcare professionals.
• Familiarity with legal terminology and litigation processes.

Personal Attributes

We are looking for someone who is:

• Highly organised.
• Positive and enthusiastic.
• Customer focused.
• Commercially aware.
• Reliable and accountable.
• Able to remain calm under pressure.
• Professional at all times.
• A confident problem solver.
• Able to build strong working relationships.
• Committed to continuous improvement.

What We Offer

• Competitive salary.
• Performance-related bonus opportunities.
• Company pension.
• Ongoing professional development.
• Structured training programme.
• Career progression within a rapidly growing organisation.
• Modern office environment.
• Supportive and collaborative team culture.

Why Join Medical Expert Chambers?

This is an exciting opportunity to become part of an ambitious organisation that is transforming the delivery of expert medical evidence across the UK.

You'll work alongside leading consultant specialists, support some of the country's most respected law firms, and play a key role in ensuring individuals receive timely, high-quality medico-legal assessments.

If you're passionate about delivering exceptional service, thrive in a fast-paced environment and enjoy making a real difference, we'd love to hear from you.

There is plenty of scope to promoting and accelerated promotion in this role across various departments.

Pay: £25,420.00-£28,000.00 per year

Work Location: In person