Head of Consumer Operations - DLG Legal Services

About us

Everyone deserves access to justice. That’s why, at DLG Legal Services, we’ve made it our mission to make quality legal services affordable and accessible.We tackle everything from inheritance, personal injury, and property claims to contract and insurance disputes, keeping our customers at the heart of everything we do.

We currently have an exciting new opportunity to join our Senior Leadership Team at DLG Legal Services as a Head of Consumer Operations. This is a permanent and full-time position, that can be based from our Leeds or Bristol office.

Purpose of Role:

As part of the Senior Leadership Team reporting into the Head of DLG Legal Services, you will help in our vision of creating legal services that are accessible, inclusive and a force for good.  In addition you will ensure the value add of this department through the delivery of optimum customers outcomes whilst also driving commercial value for DLG and its shareholders through continuous challenge and improvement. You will lead and inspire our team of lawyers, paralegals and support staff, delivering exceptional operational management, underpinned by DLG company values, delivering service level targets coupled with industry leading customer satisfaction

What you'll be doing:

You will manage and lead the DLG Legal Services Consumer Services department though a culture of high performance.  The Consumer Services department provides Legal Services to DLG customers who have the benefit of a Family Legal Protection Policy.  Services available include a legal advice line together with specialist legal teams dealing with employment law, contract law, property law and inheritance claims. 

Working collaboratively with stakeholders across Legal Services and the wider Group and contribute to the strategic direction of the business by working closely with the Head of Legal Services, deputising where appropriate.

Key Accountabilities:

Strategic Direction

Business Delivery and Financial Performance

Meeting client expectations

Ensure people are managed proactively in the business

Operational Effectiveness and Control

What we’re looking for

Legal Qualification – Solicitor or Fellow of Chartered Legal Executives preferred.

Recent practical experience of leading legal litigation teams delivering optimised performance and strategic direction.

Legal Operational Management experience, to include people, process and financial management.

Experience in leading teams handling pre and post -litigation claims in Employment disputes, Contract, Property/Home Rights, Clinical Negligence, Motor Prosecution Defence, Inheritance/Probate.

Recent practical experience of leading a Legal Advice Line/Contact Centre.

Operational Legal Advice Line experience.

What we’ll give you
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office working, varying with the nature of your role.

Core benefits include:

• Annual performance bonus.

• Generous leave allowance.
• Private pension contribution.

• Private medical insurance
• Life insurance.
• 50% off home, motor and pet insurance.
• Access to company car and cycle to work schemes.

Location: Bristol (BS1 6JX) or Leeds (LS1 4AZ)

Remote Working: Hybrid model

Contract: Permanent

Closing Date:

#LI-PK1 #Hybrid